[쿠팡이츠서비스] Senior Customer Service Specialist (CXM)

The role

The Customer Service team establishes and manages CS policies for Coupang Eats users. This role involves collecting and analyzing VOC from call, chat, and email channels to improve processes and customer experience.

What you will do

• Create and improve SOPs so agents provide accurate and consistent service
• Structure complex policies, processes, and guides from a user perspective
• Analyze customer inquiry data to improve service and guide quality
• Improve and streamline operational processes for customer experience
• Operate and manage VOC incoming through customer center channels
• Conduct root cause analysis and improvement projects through operational metrics and inquiry analysis
• Collaborate with related departments for customer experience improvement activities

Required qualifications

• 5 years or more of relevant work experience or experience in process establishment/improvement
• Ability to use Japanese for work
• Ability to define and improve complex problems through structuring

Nice to have

• Understanding of online commerce or delivery business
• Customer-centric service mindset
• Ability to respond flexibly to changing environments and complete tasks proactively and meticulously

Before you apply

• Recruitment may close early once filled
• Employment may be restricted if legal qualifications for recruitment and job performance are not met
• Hiring may be preferential for persons protected under employment laws such as veterans or persons with disabilities

About the company

Coupang Eats Services provides differentiated delivery strategies and support for customers, merchants, and delivery partners. The company operates systems to provide customers with fast and safe food delivery and one-stop services for merchants.