[쿠팡] CS VOC 운영 담당자
Core
Managing escalated customer calls and VOC data to drive system and policy improvements for Coupang's e-commerce platform.
Role type
Senior Customer Experience Operations Specialist (VOC)
Builds
Customer experience improvements via VOC insights and system/policy changes
Domain
E-commerce / Customer Support
Deliverable
product features
Required skills
Escalation management, VOC data analysis, System & policy improvement planning, Quality assurance, Zendesk proficiency
Preferred skills
E-commerce CS experience, Data analysis (SQL, Power BI), Process improvement initiatives
Responsibilities
Responding to escalated customer calls, Writing VOC-based reports for cross-functional teams, Reviewing VOC tickets for quality and operational flow, Planning system and policy improvements based on customer feedback
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