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Customer Service Business Process Specialist (Mandarin Speaker) na Binance

Binance · Global, Reino Unido · Remote

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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

  • Fluent English and Mandarin communication skills
  • 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
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