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