Customer Service Specialist [L4] (Lead Time Management)

The role

The Lead Time Management team plans and executes innovative processes to improve customer experience and work efficiency using SLA and TP metrics. This role involves analyzing TP metrics, performing root cause analysis, and collaborating with related departments to improve CS policies and systems.

What you will do

• Establish TP analysis and metric monitoring systems
• Perform root cause analysis and establish prevention measures for related issues
• Review CS Policy and advance systems through collaboration with related departments
• Derive insights through long-term delay case analysis and establish customer response SOP
• Report TP issues and action items and verify metric changes before and after improvement actions
• Build dashboards for TP metrics

Required qualifications

• 3 or more years of experience in CS process or system improvement work
• Proficiency in data analysis (Python, SQL) and work tools (Power BI, MS Office, etc.)
• Experience actively participating in or conducting customer experience improvement work
• Ability to analyze given problem situations deeply and find solutions
• Communication skills to build smooth internal and external collaborative relationships based on data and cases

Nice to have

• Experience in service operation based on SLA/Leadtime and using ticket/issue management systems (Zendesk, Jira, etc.)
• Experience in work improvement through AI
• Experience in project leading or participation for customer experience improvement
• Possession of customer service or statistics related certifications
• Ability to structurally write and systematically manage policy and improvement item documents

About the company

Coupang exists to realize customer impression. It is one of the fastest-growing e-commerce companies and a global large-scale listed company based on startup culture.