Responsibilities

• Prepare, review, and update customer service-related standard operating procedures (SOPs), macros, announcements, and FAQs to ensure clarity and consistency in service delivery.
• Manage customer service inquiries and tickets, ensuring timely resolution while identifying opportunities for process enhancements and proposing relevant improvements.
• Monitor daily performance of the business unit's chat/helpdesk; 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 customer service-related process improvement initiatives.
• Promptly attend to and manage 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 customer service goals and KPIs.
• Provide training materials, such as customer service quizzes, 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 to keep customer service operations future-ready.

Requirements

• Fluent in English and Mandarin.
• Strong analytical skills with the ability to interpret data and generate insights.
• Excellent communication and interpersonal skills.
• Experience in customer service and process improvement methodologies.
• Proficient in using customer service software and tools.
• Ability to work collaboratively in a fast-paced, dynamic environment.

Benefits

• Competitive salary and performance-based bonuses.
• Opportunities for professional development and career advancement.
• Comprehensive health and wellness benefits.
• Flexible working hours and remote work options.
• A diverse and inclusive workplace culture.