Job Description
Responsibilities
- Prepare, review, and update CS-related SOPs, Macros, Announcements, and FAQs to ensure consistency in service delivery
- Manage CS enquiries and tickets, identifying opportunities for process enhancements and proposing improvements
- Monitor daily helpdesk performance and propose actionable, data-backed solutions to address gaps
- Conduct data and case analysis to support decision-making and improve overall customer satisfaction
- Collaborate with cross-functional teams, such as Product, to design and execute process improvement initiatives
- Evaluate and track the impact of implemented changes to ensure alignment with CS goals and KPIs
- Provide training materials and support knowledge transfer regarding updated processes and best practices
- Fluent communication skills in both English and Mandarin
- Proficient in office tools, including spreadsheets and word processin...