Customer Service Business Process Specialist

Responsibilities

• Prepare, review, and update CS-related SOPs, Macros, Announcements, and FAQs to ensure clarity and consistency in service delivery

• Manage CS enquiries and tickets, ensuring timely resolution while identifying opportunities for process enhancements and proposing relevant improvements

• Monitor BU chat/helpdesk daily performance; identify gaps and propose actionable, data-backed solutions

• Conduct data and case analysis to support decision-making, continuous improvement, and overall customer satisfaction

• Collaborate with cross-functional teams (e.g., Product) to design and execute CS-related process improvement initiatives

• Be responsible for promptly attending to and managing any ad-hoc tasks or issues that may arise from time to time

• Evaluate and track the impact of implemented changes to ensure alignment with CS goals and KPIs

• Provide training materials, such as CS quizzes, and support knowledge transfer on updated processes and best practices

• Assist in organizing and preparing for regular BU and internal meetings

• Stay updated on industry trends and customer support innovations to keep CS operations future-ready

Requirements

• Bilingual English/Mandarin is required to be able to coordinate with overseas partners and stakeholders

• Proficient in office tools, incl. word and spreadsheets (Boffice/Gsuite)

• Experience in CS operations and SOP management