Customer Service Specialist

Role Overview

As a Customer Service Specialist at bilibili Group in Singapore, you will design and maintain customer service systems tailored to specific language regions including English, Spanish, Portuguese, Arabic, Japanese, Thai, Indonesian, Vietnamese, and Hong Kong Cantonese. Your goal will be to build efficient service processes adapted to local user behaviors, ensuring high service standards and consistent improvements in customer satisfaction within diverse markets.

Key Responsibilities

• Develop and enforce customer service standards and operating procedures customized for each language region.
• Improve service workflows by analyzing regional user habits and cultural traits to create streamlined, compliant service delivery frameworks.
• Deliver premium consultation services in native languages to creators and users via multiple communication channels such as online chat, email, and local social media networks.
• Manage end-to-end resolution of user concerns and issues, ensuring thorough follow-up and closure.
• Compile and analyze service cases and common user problems regularly to optimize the overall service experience in each language region.
• Collaborate closely with departments like Marketing, Compliance, and Operations to manage major complaints, disputes, and urgent service challenges.
• Promote cross-department cooperation to implement effective solutions that protect the company’s reputation and support stable regional business operations.

Candidate Profile and Qualifications

• Proficient in one of the specified languages, with excellent verbal and written communication abilities. Having professional certifications in the relevant language is advantageous.
• Capable of independently managing comprehensive communication, user engagement, and service delivery in the native language to effectively address customer inquiries.
• Fluent in English or Chinese for internal communication and collaboration across teams.
• Minimum one year of experience in customer service or user service roles is required. Preference will be given to candidates with experience in relevant markets, cross-border services, or cross-cultural communication.
• Background in internet, content platforms, creator services, cross-border platforms, or video streaming industries is preferred.
• Understanding of cultural norms, user consumption patterns, internet ecosystems, and regulatory compliance in the target language region is a plus.
• Possess a results-driven attitude with high resilience to pressure.
• Strong skills in problem decomposition, crisis management, and rapid response to negative feedback and urgent issues.
• Proven leadership in team management, coordination, and successful cross-departmental project implementation.