### 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

Fluent English and Mandarin communication skills

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

Experience in CS operations and SOP management

Familiarity with Haodesk systems and internal communication workflows

Strong communication, data analysis, problem-solving, and collaboration skills

Open to flexible working hours and eagerness to take on new challenges and adapt to change

Customer Service Business Process Specialist (Mandarin Speaker)

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