[쿠팡이츠서비스] CX 운영 및 기획 개선 담당자
Core
Establishing and managing CS policies for Coupang Eats Services, analyzing VOC from Call/Chat/Email channels, and improving customer journey efficiency.
Role type
Customer Experience Operations & Process Improvement Specialist
Builds
Customer service processes and VOC analysis systems for Coupang Eats
Domain
Online food delivery / Customer Experience
Deliverable
dashboards & analysis
Required skills
Process improvement, Data analysis, VOC management, Project management
Preferred skills
Online commerce understanding, Customer-centric mindset, Adaptability
Responsibilities
Define improvement items and analyze impact, Optimize operational processes for positive customer experience, Derive insights from customer experience data, Manage VOC across all service channels, Analyze operational metrics and customer inquiries, Support new business/marketing/event customer service operations