Prepare, review, and update CS-related SOPs, Macros, Announcements, and FAQs to ensure clarity and consistency in service delivery
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Manage CS enquiries and tickets, ensuring timely resolution while identifying opportunities for process enhancements and proposing relevant improvements
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Monitor BU chat/helpdesk daily performance; identify gaps and propose actionable, data-backed solutions
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Conduct data and case analysis to support decision-making, continuous improvement, and overall customer satisfaction
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Collaborate with cross-functional teams (e.g., Product) to design and execute CS-related process improvement initiatives
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Be responsible for promptly attending to and managing any ad-hoc tasks or issues that may arise from time to time
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Evaluate and track the impact of implemented changes to ensure alignment with CS goals and KPIs
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Provide training materials, such as CS quizzes, and support knowledge transfer on updated processes and best practices
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Assist in organizing and preparing for regular BU and internal meetings
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Stay updated on industry trends and customer support innovations to keep CS operations future-ready
Requirements
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Bilingual English/Mandarin is required to be able to coordinate with overseas partners and stakeholders
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Proficient in office tools, incl. word and spreadsheets (Boffice/Gsuite)
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Experience in CS operations and SOP management
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Familiarity with Haodesk systems and internal communication workflows
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Strong communication, data analysis, problem-solving, and collaboration skills
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Open to flexible working hours and eagerness to take on new challenges and adapt to change