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 sup...