Customer Service Business Process Specialist (Mandarin Speaker)

AsiaRemoteFull-time: Remotemid

Business Process SpecialistBusiness Analysis & Process

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Overview

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

Technical Tools

Business Process SpecialistBusiness Analysis & Process

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

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

Familiarity with Haodesk systems and internal communication workflows