Customer Service Business Process Specialist

About the role

The Customer Service Business Process Specialist will manage CS enquiries and tickets while identifying opportunities for process enhancements. This role involves preparing and updating SOPs, macros, and FAQs to ensure consistent service delivery and collaborating with cross-functional teams to execute improvement initiatives.

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 to design and execute CS-related process improvement initiatives
• Evaluate and track the impact of implemented changes to ensure alignment with CS goals and KPIs
• Provide training materials and support knowledge transfer on updated processes and best practices

Required skills

• Mandarin
• English
• Data analysis
• SOP management
• Haodesk
• Office tools

Qualifications

• Experience in CS operations and SOP management