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Coupang

Sells goods online with its own overnight delivery

Senior Customer Service Specialist - CXM

Customer ExperienceConfirmed live in the last 24 hours
Full-timeSouth KoreaNo salary listedIn-person

About the Job

Requirements

  • At least 5 years of relevant experience or experience establishing or improving processes.
  • Ability to communicate effectively and think flexibly.
  • Ability to use Japanese in work.
  • Ability to structure and define complex problems and develop improvements.

Responsibilities

  • Create and improve standard operating procedures (SOPs) so agents can provide accurate and consistent customer service.
  • Analyze customer inquiry data and improve consultation quality and guidance.
  • Improve and streamline operational processes to enhance customer experience.
  • Operate and manage voice-of-customer (VOC) matters received through customer-center channels.
  • Analyze operational metrics and customer inquiries to identify root causes and lead improvement projects.
  • Collaborate with related departments on customer-experience improvement activities.

Desired Qualifications

  • Understanding of online commerce or delivery businesses.
  • Customer-centered service mindset.
  • Ability to adapt flexibly to a changing environment and proactively complete work thoroughly.

About the Company

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Coupang

Sells goods online with its own overnight delivery

Coupang runs one of South Korea's largest online stores, selling groceries, electronics, household goods and fashion to consumers and small businesses. Rather than relying on outside carriers, it delivers most orders through its own warehouses and drivers, and its Rocket Delivery service brings millions of items to doorsteps overnight or the same day. Shoppers order through the Coupang app or website, and the company earns money from its own retail sales, commissions and fulfillment fees from outside sellers, and a paid membership. Coupang was founded in Seoul in 2010 and is headquartered in Seattle, with most of its operations and staff in South Korea.

Company size
10,001+
Company stage
IPO
Headquarters
Seattle, WA
Founded
2010

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