Customer Service Business Process Specialist

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