[쿠팡] 본사 고객 민원 전담 상담사 (재택근무)
Core
Handle high-difficulty and complex customer complaints that cannot be resolved by standard support, analyzing root causes to drive structural improvements.
Role type
Senior Customer Escalation Specialist
Builds
Improved customer experience and reduced systemic risk for Coupang's e-commerce platform
Domain
E-commerce / Customer Support
Deliverable
client delivery
Required skills
Complex complaint analysis, Root cause analysis, Risk management, E-commerce business process knowledge, Data-driven decision making, Logical problem solving
Preferred skills
Prior escalation team experience, Knowledge of e-commerce/consumer protection laws, Data analysis tools (Excel, SQL), IT system structure understanding
Responsibilities
Respond fairly and quickly to high-difficulty/complex complaints, Proactively manage customer and company risks during complaint resolution, Analyze root causes of recurring complaints to prevent recurrence, Derive insights from CS complaint data to improve customer experience
