Customer Service Business Process Specialist, Mandarin Speaker

This is a fully remote position, open to applicants in Singapore.

📋 Description

• Develop, review, and revise customer service-related Standard Operating Procedures (SOPs), Macros, Announcements, and FAQs to guarantee clarity and uniformity in service delivery.

• Oversee customer service inquiries and ticket resolution, ensuring prompt responses while spotting opportunities for process improvements and suggesting relevant enhancements.

• Analyze daily performance metrics for the business unit's chat and helpdesk; identify deficiencies and recommend actionable, data-driven solutions.

• Perform data and case analyses to aid decision-making, foster continuous improvement, and enhance overall customer satisfaction.

• Work collaboratively with cross-functional teams (e.g., Product) to design and implement initiatives focused on enhancing customer service processes.

• Take responsibility for swiftly addressing and managing any ad-hoc tasks or issues that may arise as necessary.

• Assess and monitor the effects of implemented changes to ensure they align with customer service objectives and key performance indicators (KPIs).

• Create training materials, including customer service quizzes, and facilitate knowledge transfer regarding updated processes and best practices.

• Assist in the organization and preparation for regular business unit and internal meetings.

• Keep abreast of industry trends and innovations in customer support to ensure customer service operations are future-ready.

⛳️ Requirements

• Bilingual proficiency in English and Mandarin is essential for effective coordination with international partners and stakeholders.

• Skilled in office software, including word processing and spreadsheet applications (Boffice/Gsuite).

• Experience in customer service operations and managing SOPs.

• Familiarity with Haodesk systems and internal communication processes.

• Excellent communication, data analysis, problem-solving, and teamwork abilities.

• Willingness to work flexible hours and a proactive attitude towards embracing new challenges and adapting to change.

🏝️ Benefits

• Comprehensive training and professional development opportunities.

• A dynamic work environment that encourages innovation and collaboration.

• Competitive salary and benefits package.

• Opportunities for career advancement within the company.