Customer Service Business Process Specialist (Mandarin Speaker)
Core
Develop and maintain customer service SOPs, macros, and FAQs; analyze CS data to drive process improvements and ensure timely ticket resolution.
Role type
Customer Service Business Process Specialist
Builds
Customer service operational processes and knowledge base
Domain
Customer Support / Operations
Deliverable
production ML models | product features | dashboards & analysis | client delivery
Required skills
SOP management, data analysis, process improvement, cross-functional collaboration, ticket management, training material development
Preferred skills
Familiarity with helpdesk systems, knowledge of industry trends
Technologies
Boffice, Gsuite, Helpdesk systems
Responsibilities
Prepare and update CS-related SOPs, macros, and FAQs; manage CS enquiries and tickets; monitor daily performance and propose data-backed solutions; conduct data and case analysis; collaborate on process improvement initiatives; provide training materials and support knowledge transfer; track the impact of implemented changes.
Seniority
Individual Contributor