Customer Service Business Process Specialist (Mandarin Speaker)
Customer Service Business Process Specialist (Mandarin Speaker)
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
About Binance
Binance is at the forefront of the global blockchain revolution, serving as the world's largest cryptocurrency exchange by trading volume. Our mission is to increase the freedom of money globally, and we are committed to building a robust ecosystem of products and services that empower individuals with financial autonomy. From advanced trading platforms to innovative blockchain solutions, we are constantly expanding our offerings to meet the evolving needs of the digital economy. Our culture thrives on innovation, collaboration, and a relentless pursuit of excellence. We foster an environment where bold ideas are encouraged, and every team member, especially in our growing Pakistani operations, is empowered to contribute significantly to our global impact. We value transparency, integrity, and a strong sense of responsibility to our users and the broader blockchain community. Working at Binance means being part of a diverse, global team that is passionate about shaping the future of finance. Joining Binance in Pakistan offers unparalleled opportunities for career growth and professional development within a rapidly expanding industry. With hundreds of open positions worldwide, we are looking for talented individuals who are eager to make a tangible difference. If you are driven by challenge, keen to innovate, and want to be part of a company that is redefining the financial landscape, explore our careers and embark on a rewarding journey with Binance.
Ready to Apply?
To submit your application for this position, please visit Binance's official website and follow their application process.