Customer Service Specialist

bilibili Group; Singapore; On-site; SGD 50,000 - 80,000; Full time

Job summary

bilibili Group is seeking a multilingual customer service professional to lead regional service standards and user support across multiple languages. You will build efficient workflows, monitor quality, and drive satisfaction in regional markets.

In this role you will handle native-language consultations with creators and users, across chat, email and local platforms, owning follow-ups and issue resolution.

Qualifications

• Fluency in one of English, Spanish, Portuguese, Arabic, Japanese, Thai, Indonesian, Vietnamese, or Hong Kong Cantonese; strong verbal and written communication.
• Working language can be English or Chinese for internal team collaboration.
• 1+ year experience in customer service or user service roles; cross-border or cross-cultural experience preferred.
• Experience in internet/content platform/creator services or video platform industries is a plus.
• Strong problem-decomposition, crisis management, and cross-department coordination skills.

Responsibilities

• Establish service standards and SOPs for language regions; optimize workflows; monitor quality; improve regional user satisfaction.
• Provide premium native-language consultation to creators and users via chat, email and local platforms; follow up and close issues.
• Collaborate with Marketing, Compliance and Operations to handle major user disputes and protect brand reputation; ensure stable regional operations.

Skills

Language proficiency

Working language

Customer service exp

Cross-border exp

Industry background

Cultural familiarity

Job description

Job Responsibilities:

• Service System Building: Establish customer service standards and SOPs for the corresponding language regions (English/Spanish/Portuguese/Arabic/Japanese/Thai/Indonesian/Vietnamese/Hong Kong Cantonese). Optimize service workflows based on local user habits and regional characteristics. Build an efficient and compliant service delivery system, regularly monitor service quality, and steadily improve user satisfaction in the regional markets.
• Regional User Operations: Provide premium native-language consultation services to creators and users in the corresponding language regions through multiple channels, including online chat, email, and major local social media platforms. Take full ownership of following up and closing out various user issues. Periodically compile high-quality service cases and typical problem cases, and continuously iterate and optimize the regional user service experience.
• Cross-Department Collaboration: Work closely with relevant departments such as Marketing, Compliance, and Operations to effectively handle major user complaints, service disputes, and various emergent service issues in the corresponding language regions. Drive efficient cross-departmental collaboration to implement solutions, safeguard the company's brand reputation in the local market, and ensure stable business operations in the region.

Qualifications:

• Language Proficiency: Fluency in one of the following languages — English, Spanish, Portuguese, Arabic, Japanese, Thai, Indonesian, Vietnamese, or Hong Kong Cantonese — with strong verbal and written communication skills. Relevant professional language certifications are preferred. Must be capable of independently handling full-scenario work communication, user engagement, and service delivery in the target language, and able to seamlessly address native-language user inquiries and issues.
• Working Language: Must be able to use English or Chinese as a working language for internal team communication and cross-departmental collaboration.
• Work Experience: 1+ year of experience in customer service or user service roles. Experience serving users in the relevant markets, cross-border service experience, or cross-cultural communication experience is preferred.
• Industry Background: Experience in internet, content platform, creator services, cross-border platform, or video platform industries is preferred. Familiarity with the cultural customs, user consumption habits, internet ecosystem, and local compliance requirements of the corresponding language region is a plus.
• Competencies & Qualities: Results-oriented mindset with strong resilience under pressure. Excellent problem-decomposition and crisis management skills, with the ability to respond quickly and resolve negative user feedback and emergent issues effectively. Strong team management and coordination abilities, with a proven track record in cross-departmental communication and project execution.