Customer Service Specialist

Role Overview

As a Customer Service Specialist at bilibili Group based in Singapore, you will be responsible for establishing and optimizing customer service standards and standard operating procedures tailored for specific language regions. This includes building an effective and compliant service delivery framework that aligns with local user habits and regional nuances. Continuous monitoring and improvement of service quality will be a key part of the role to enhance user satisfaction within these markets.

Key Duties

• Develop and implement customer service standards and SOPs focused on the language region assigned, adapting workflows optimized for regional user preferences.
• Deliver high-quality native-language consultation to creators and users through various channels such as online chat, email, and popular local social media platforms.
• Take comprehensive ownership for tracking and resolving user issues to satisfactory closure.
• Regularly curate and analyze top service cases and common problems to refine and enhance the localized user service experience.
• Collaborate extensively with Marketing, Compliance, and Operations teams to address significant user complaints, disputes, and emergent service challenges promptly.
• Drive efficient cross-departmental collaboration to implement solutions that protect the company’s brand image and ensure smooth business operations in the designated region.

Candidate Profile

• Proficient in at least one language with excellent verbal and written communication skills; relevant professional language certifications are advantageous.
• Capable of independently managing comprehensive communication scenarios, user engagement, and service delivery in the target language.
• Fluent in English or Chinese as working languages for internal coordination and cross-team collaboration.
• Possess at least one year of experience in customer or user service roles; prior experience with cross-border or multicultural user interactions is preferred.
• Background in internet, content platforms, creator services, cross-border platforms, or video platforms is desirable.
• Awareness of the cultural behaviors, consumption trends, internet ecosystem, and regulatory compliance specific to the language region is an asset.
• Strong result-driven approach with resilience under stressful conditions and excellent skills in problem breakdown and crisis management.
• Experienced in managing teams and coordinating cross-functional projects with a demonstrated ability to communicate and execute effectively across departments.