[쿠팡페이] CX 운영 및 개선 담당자
Core
Diagnose and resolve operational issues in CoupangPay's payment and settlement services using data-driven analysis to improve customer experience and service processes.
Role type
Senior Customer Experience (CX) Operations Specialist
Builds
Stable customer experience and optimized operational workflows for CoupangPay's payment ecosystem
Domain
Fintech / E-commerce / Payment Services
Deliverable
Dashboards & analysis
Required skills
VOC data analysis, issue classification, cross-functional collaboration, process documentation, escalation management, CS system administration
Preferred skills
Flowchart creation, QA monitoring, data-driven process improvement, adaptability to change
Technologies
Jira, Wiki, Confluence, Zendesk, Genesys
Responsibilities
Classify customer inquiries and VOC data to identify key issues and improvement points; Analyze VOC data and operational status to determine issue frequency and customer impact; Prepare customer consultation guides and escalation processes for product changes or new feature deployments; Provide operational guides to outsourced agents and support the resolution of major escalation issues; Document and manage operational issues and workflows using collaboration tools; Collaborate with product, development, and sales teams to improve customer experience and operational processes
Seniority
Senior, hands-on IC