Assciate lll, Customer Service [L3] (Customer Emergency Monitoring & Management Operations)

The role

The Customer Emergency Monitoring & Management Operations team monitors and responds to critical customer center issues in real time. This role involves on-call response to system and non-system incidents and collaborating with partner teams to improve customer experience.

What you will do

• On-call response to system and non-system incidents
• Internal and external dissemination and continuous follow-up for incidents
• Check system error inquiries received via tickets
• Detect incidents and resolve customer inquiries
• Respond to customers to resolve major issues
• Collaborate with partner teams such as CMC, PR, Legal, and Privacy
• Suggest improvement directions for escalation operation processes

Required qualifications

• Ability to sensitively select and respond to issues affecting the company and customers
• Excellent judgment regarding situations
• Ability to respond quickly and proactively to environmental changes
• Smooth communication based on a customer-centric mindset

Nice to have

• Experience in Coupang Customer Service
• Experience in operation process improvement and planning
• Proficiency in Microsoft Office (Excel, etc.)

Before you apply

• This posting is exclusively for internal employees
• Must complete the attached Internal Transfer Request Form and submit via Coupang email
• Employment includes a 12-week probation period

About the company

Coupang exists to realize customer satisfaction. It is a fast-growing e-commerce company and a global large-scale listed company based on startup culture.