Customer Service Business Process Specialist (Mandarin Speaker)
Job Fit Check
Base Career helps you apply smarter for this job.
Key skills for this role
About the Role
**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, con
Key Skills for This Role
Full Job Posting
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
- We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses.
- These tools assist our recruitment team but do not replace human judgment.
- Final hiring decisions are ultimately made by humans.
- If you would like more information about how your data is processed, please contact us.
Apply for this job in 1 click
Skip the repetitive application forms
Install the Base Career Chrome Extension and autofill job applications across major job boards with your profile.
Trusted by over 500,000 job seekers on Base Career
More from this employer
More jobs at Binance
Senior Content Operations Manager – Market & Financial Content
Dubai, UAE
Binance is a leading global blockchain ecosystem behind the world’s largest cryptocurrency exchange by trading volume and registered users. We are trusted by 300+ million people in 100+ countries for our industry-leading
Institutional Sales Manager - Ukrainian Speakers
Dubai, UAE
Binance is a leading global blockchain ecosystem behind the world’s largest cryptocurrency exchange by trading volume and registered users. We are trusted by 300+ million people in 100+ countries for our industry-leading
Compliance Rule Tuning Specialist – Transaction Monitoring
Dubai, UAE
Binance is a leading global blockchain ecosystem behind the world’s largest cryptocurrency exchange by trading volume and registered users. We are trusted by 300+ million people in 100+ countries for our industry-leading
Affiliate Relationship Manager - MENA
Dubai, UAE
About The Role We are looking for an experienced Affiliate Relationship Manager (ARM) to manage and grow long-term relationships with key affiliates and channel partners across the MENA region. This role is not focused o
Affiliate Relationship Manager - MENA
Dubai, UAE
About the Role ------------------ We are looking for an experienced Affiliate Relationship Manager (ARM) to manage and grow long-term relationships with key affiliates and channel partners across the MENA region. This ro
Business Development - Payment (Global)
Dubai, UAE
Binance is a leading global blockchain ecosystem behind the world’s largest cryptocurrency exchange by trading volume and registered users. We are trusted by 300+ million people in 100+ countries for our industry-leading
User Growth & Lifecycle Marketing Manager
Manama, KSA
Manage global lifecycle marketing campaigns, optimize user onboarding, enhance retention strategies, and utilize data analysis for user growth.
Business Development - Payment (Global)
Dubai, UAE
Binance is a leading global blockchain ecosystem behind the world’s largest cryptocurrency exchange by trading volume and registered users. We are trusted by 300+ million people in 100+ countries for our industry-leading
Senior Content Operations Manager – Market & Financial Content
Dubai, UAE
Institutional Sales Manager - Ukrainian Speakers
Dubai, UAE
Compliance Rule Tuning Specialist – Transaction Monitoring
Dubai, UAE
Affiliate Relationship Manager - MENA
Dubai, UAE
Affiliate Relationship Manager - MENA
Dubai, UAE
Business Development - Payment (Global)
Dubai, UAE
User Growth & Lifecycle Marketing Manager
Manama, KSA
Business Development - Payment (Global)
Dubai, UAE