Customer Service Business Process Specialist (Mandarin Speaker)
Binance
Job Description
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
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