Customer Service Business Process Specialist (Mandarin Speaker)
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Key skills for this role
About the Role
Binance is looking for a Mandarin-speaking Customer Service Business Process Specialist to manage CS SOPs, handle inquiries, monitor performance, and drive process improvements. Requires fluency in English and Mandarin, experience in CS operations, and strong analytical skills.
Key Skills for This Role
Responsibilities
- Prepare, review, and update CS related SOPs, Macros, Announcements, and FAQs
- Manage CS enquiries and tickets, ensuring timely resolution
- Monitor BU chat/helpdesk daily performance and propose improvements
- Conduct data and case analysis to support decision making
- Collaborate with cross functional teams on process improvement initiatives
- Provide training materials and support knowledge transfer
Requirements
- Fluent English and Mandarin communication skills
- Proficient in office tools (Word, 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
Full Job Posting
Responsibilities
- Prepare, review, and update CS related SOPs, Macros, Announcements, and FAQs.
- Manage CS enquiries and tickets, ensuring timely resolution.
- Monitor BU chat/helpdesk daily performance; identify gaps and propose solutions.
- Conduct data and case analysis to support decision making and continuous improvement.
- Collaborate with cross functional teams to design and execute CS process improvements.
- Attend to ad hoc tasks and issues promptly.
- Evaluate and track impact of implemented changes.
- Provide training materials and support knowledge transfer.
- Assist in organizing regular BU and internal meetings.
- Stay updated on industry trends and customer support innovations.
Requirements
- Fluent English and Mandarin communication skills.
- Proficient in office tools, including 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.
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