[CES] CS 운영 및 기획/개선 담당자 (일본어 가능자) (Customer Service & Data Analytics)
Core
Analyze VOC/CSAT data to identify customer experience improvement tasks, optimize CS operations across call/AI/chat/email channels, and collaborate with cross-functional teams to enhance service quality and operational efficiency.
Role type
Senior Customer Experience & Operations Analyst (CS)
Builds
Optimized customer service processes, improved CSAT scores, and data-driven operational strategies for Coupang Eats.
Domain
Online commerce / Food delivery / Customer service
Deliverable
dashboards & analysis
Required skills
Data analysis, Process improvement, Cross-functional collaboration, Stakeholder management, Japanese language proficiency, Customer experience management
Preferred skills
E-commerce operations experience, CS planning experience, Fluent Japanese speaking
Technologies
Call center systems, AI chatbots, Email platforms, Data analytics tools
Responsibilities
Handle escalated customer inquiries, Manage and optimize multi-channel CS operations (call/AI/chat/email), Analyze VOC/CSAT data to derive insights and measure impact, Design and refine operational processes for new services or policy changes, Partner with other departments to drive customer experience projects
Seniority
Mid-level, hands-on IC
