[쿠팡] 로켓직구 CS 프로그램 기획 및 운영 (경력 7년 이상)
Core
Designing and operating the Rocket Jikgu (Cross-border Shopping) Customer Service program to improve service quality and customer satisfaction.
Role type
Senior Customer Service Program Manager
Builds
Customer service processes, SOPs, and operational frameworks for cross-border e-commerce
Domain
E-commerce / Cross-border retail
Deliverable
product features
Required skills
Program management, Customer service operations, Root cause analysis, VOC analysis, Stakeholder management, Process improvement, Data analysis (SQL)
Preferred skills
AI-based analysis and automation, E-commerce or Marketplace industry experience
Technologies
SQL
Responsibilities
Manage customer issues via Rocket Jikgu FEM tickets and perform root cause analysis; Analyze VOC and operational data to derive customer experience improvement initiatives; Collaborate with Business Partners to enhance customer satisfaction; Build and manage CS knowledge bases, policies, FAQs, and SOPs; Lead program and process improvement projects for new business expansion.