Customer Service Business Process Specialist (Mandarin Speaker)

1 hour, 44 minutes ago
Full-time
Mid Level
Customer and Technical Support
Binance

Binance

Binance operates as a leading blockchain ecosystem and digital asset exchange, integrating digital technology with financial services to facilitate the trading and management of cryptocurrencies.

Capital Markets
5K-10K
Founded 2017
$10M raised

Description

  • Prepare, review, and update customer service SOPs, macros, announcements, and FAQs.
  • Manage customer service enquiries and tickets to ensure timely resolution.
  • Monitor daily chat and helpdesk performance and identify service gaps.
  • Analyze data and cases to support decision-making and continuous improvement.
  • Collaborate with cross-functional teams, including Product, on process improvement initiatives.
  • Track the impact of implemented changes against customer service goals and KPIs.
  • Create training materials and support knowledge transfer on updated processes and best practices.
  • Assist in organizing and preparing for regular business unit and internal meetings.
  • Handle ad-hoc tasks and urgent issues as they arise.
  • Stay current on industry trends and customer support innovations.

Requirements

  • Fluent communication skills in English and Mandarin.
  • Proficiency with office tools, including word processing and spreadsheets (Boffice/GSuite).
  • Experience in customer service 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.
  • Eagerness to take on new challenges and adapt to change.

Interested in this position?

Apply directly on the company website

Apply Now

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