[CES] Customer Service Specialist [L4] (Customer Service & Data Analytics)

The role

This person will identify customer experience improvement tasks based on VOC and CSAT data analysis. They will collaborate with various departments to improve operational efficiency and service quality.

What you will do

• Respond to customer center escalation inquiries
• Operate and improve consultation processes
• Manage and improve call, AI, chat, and email channels
• Analyze VOC/CSAT data to derive insights and analyze effects
• Analyze operational indicators and manage performance
• Identify causes and implement improvements for inquiry types
• Conduct projects with related departments for customer experience improvement

Required qualifications

• 4-year university graduate or higher
• 3 or more years of work experience
• Experience in process improvement
• Experience in structuring and improving problems based on data
• Ability to communicate smoothly with various stakeholders
• Ability to interpret Japanese documents and communicate for business

Nice to have

• Experience in related fields such as online commerce, delivery service, or quick commerce operation
• Experience in CS operation and planning
• Customer-centric mindset
• Ability to adapt flexibly in a fast-changing environment
• Fluent Japanese speaking skills

Before you apply

• This posting is exclusively for internal employees
• Must complete the attached Internal Transfer Request Form
• Must submit via Coupang email address

About the company

Coupang Eats Services provides differentiated strategies for delivery services and supports customers, merchants, and delivery partners. The company operates systems to provide a one-stop service from ordering to delivery and customer response.