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
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