Customer Service Business Process Specialist

Evaluate, revise, and continuously improve customer service-related workflows, Standard Operating Procedures (SOPs), and FAQs to support organizational scaling. Liaise with stakeholders across departments to stay updated on new information and effectively communicate releases or changes throughout the customer service department. Collaborate closely with Training and QA teams to enhance customer-facing teams' knowledge; lead efforts to streamline or automate existing processes to develop self-service solutions or support new business cases. Support, collect, and analyze feedback from the customer service team and work with the product team to identify and implement effective solutions. Monitor daily chat quality, proactively identify and escalate issues in a timely manner, and facilitate decision-making among relevant stakeholders to improve customer experience. Provide actionable insights into business challenges and respond promptly to incidents or operational disruptions. Utilize AI tools alongside BI tools to perform advanced data analysis, generate findings, and accurately locate customer issues for fast resolution. Undertake any other ad-hoc tasks assigned by the Line Manager or other superior from Division/Department management as required.