The opportunity
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…
What you'll do
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
What they're looking for
- 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
