Opportunity at
BinanceCustomer Service Business Process Specialist (Mandarin Speaker)
Binance is hiring a Customer Service Business Process Specialist who is fluent in Mandarin to support its operations. This role focuses on maintaining service quality by…
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About This Role
Binance is hiring a Customer Service Business Process Specialist who is fluent in Mandarin to support its operations. This role focuses on maintaining service quality by handling customer inquiries, tracking tickets, and refining operational workflows. The professional selected will draft, review, and maintain internal documentation such as FAQs, standard operating procedures, announcements, and macros to maintain consistent communication. This position is well-suited for individuals experienced in customer support operations who…
Job Description
Binance is hiring a Customer Service Business Process Specialist who is fluent in Mandarin to support its operations. This role focuses on maintaining service quality by handling customer inquiries, tracking tickets, and refining operational workflows. The professional selected will draft, review, and maintain internal documentation such as FAQs, standard operating procedures, announcements, and macros to maintain consistent communication.
This position is well-suited for individuals experienced in customer support operations who enjoy data-backed problem solving and process optimization. Daily responsibilities include analyzing helpdesk performance, collaborating with product teams on improvements, preparing training materials, and assessing the results of implemented operational changes.
Candidates must be comfortable with handling varied tasks as they arise and adapting to evolving business needs. The position requires strong collaboration skills and proficiency in standard office software to ensure customer satisfaction targets and business goals are met effectively.
Responsibilities
- Draft and update standard operating procedures, macros, announcements, and FAQs
- Handle customer service inquiries and support tickets for timely resolution
- Track daily performance of helpdesk and chat operations to identify improvement areas
- Perform data and case analysis to aid decision making and boost customer satisfaction
- Partner with cross-functional groups like product teams on process enhancement projects
- Measure the effectiveness of changes to ensure alignment with key performance indicators
- Create training resources including quizzes and facilitate knowledge sharing
- Coordinate preparation for internal and business unit meetings
Requirements
- Fluent communication skills in both English and Mandarin
- Proficiency with office software including spreadsheets and word processing tools
- Prior background in customer service operations and procedure management
- Knowledge of Haodesk systems and internal communication workflows
- Flexibility regarding working hours
Core Skills
Frequently Asked Questions
Answers are based only on the employer’s listing; where it doesn’t say, neither do we.
What language skills are required for this role?
Candidates must be fluent in both English and Mandarin communication.
Is remote work permitted for this position?
The posting states that the role is on-site and does not mention a remote option.
What is the salary offered for this position?
The compensation details are not specified in the job posting.
What systems will the specialist need to be familiar with?
Familiarity with Haodesk systems, internal communication workflows, and office tools like spreadsheets and word processors is required.
Sample Interview Questions
AI-generated questions tailored to this specific role — a preview of the full practice set.