[CES] Senior Customer Service Specialist [L5] (Customer Service & Data Analytics)

The role

The Customer Service team establishes and manages CS policies for Coupang Eats Services. This role involves collecting and analyzing VOC from various channels to improve customer experience and operational efficiency.

What you will do

• Create and improve SOPs to ensure consistent service from agents
• Structure complex policies, processes, and guides from a user perspective
• Analyze customer inquiry data to improve service and guides
• 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
• Flexible thinking and smooth communication skills
• 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

About the company

Coupang Eats Services provides differentiated delivery strategies and one-stop services for customers, merchants, and delivery partners. The company aims to lead innovation and paradigm shifts as a team of experts.