Customer Service Business Process Specialist (Remote)

Job summary

This role focuses on enhancing customer service operations through process management and improvement initiatives. The specialist will prepare and update standard operating procedures, manage inquiries, and analyze data to support decision-making and customer satisfaction.

Responsibilities

• Prepare, review, and update customer service-related SOPs, macros, announcements, and FAQs for clarity and consistency.
• Manage customer service inquiries and tickets, ensuring timely resolution and identifying process enhancement opportunities.
• Monitor daily performance of business unit chat/helpdesk, proposing actionable, data-driven solutions.
• Conduct data and case analysis to support continuous improvement and customer satisfaction.
• Collaborate with cross-functional teams to design and execute process improvement initiatives.
• Manage ad-hoc tasks and issues as they arise.
• Evaluate and track the impact of changes to ensure alignment with customer service goals and KPIs.
• Provide training materials and support knowledge transfer on updated processes and best practices.
• Assist in organizing and preparing for regular business unit and internal meetings.
• Stay updated on industry trends and customer support innovations.

Qualifications

• Fluent in English and Mandarin.
• Proficient in office tools, including word processing and spreadsheets.
• Experience in customer service operations and SOP management.
• Familiarity with helpdesk systems and internal communication workflows.
• Strong communication, data analysis, problem-solving, and collaboration skills.
• Open to flexible working hours and eager to adapt to new challenges.