Customer Service Specialist [L4] (Hard Customer Escalations)

The role

The Hard Customer Escalation team handles difficult and complex customer complaints that are hard to resolve internally. This person will respond to complex complaints, manage risks, analyze root causes for improvement, and derive insights from CS data.

What you will do

• Fair and rapid response to high-difficulty and complex complaints
• Proactively manage risks between customers and Coupang during the complaint resolution process
• Analyze root causes of recurring complaints and implement prevention improvements
• Derive insights from Coupang CS complaint data to improve customer experience

Required qualifications

• 3 or more years of experience in CS complaint response (complaint handler experience)
• Understanding of the e-commerce industry and related business processes
• Ability to logically analyze and resolve complex and entangled complaint cases
• Ability to make balanced judgments between customer value and company risk

Nice to have

• Experience in high-difficulty complaint handling or an escalation dedicated organization
• Knowledge of e-commerce laws and consumer protection regulations
• Proficiency in data analysis tools such as Excel and SQL
• Understanding of IT system structures and experience in system-based problem solving
• Enjoyment of proactively exploring problems and learning new fields

About the company

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