[쿠팡] CS 기획 및 데이터 분석 담당자
Core
Designing and executing operational strategies for the CS Handyman (Troubleshooting) service to resolve customer product issues and improve service efficiency.
Role type
Senior Customer Experience (CX) & Operations Strategist
Builds
Troubleshooting service processes, SOPs, and customer experience improvements
Domain
E-commerce / Customer Support Operations
Deliverable
production ML models | product features | dashboards & analysis | client delivery
Required skills
Data analysis, SQL, Python, Service planning, KPI management, Process improvement, VOC analysis
Preferred skills
Data-driven operations, Stakeholder collaboration, Project planning, E-commerce experience
Technologies
SQL, Python, AI tools
Responsibilities
Establish and execute CS Handyman service operational strategies, Analyze customer inquiries and VOC to identify service improvement tasks, Manage counseling KPIs and monitor performance, Plan and improve troubleshooting operational processes and SOPs, Lead projects to enhance counseling quality and operational efficiency, Collaborate with cross-functional teams to improve customer experience (CX), Write regular reports on service operation metrics
