[쿠팡이츠서비스] Senior Customer Service Specialist (CXM)
Core
Establishing and managing CS policies for Coupang Eats, analyzing VOC from call/chat/email channels to drive service improvements, and optimizing processes to enhance the customer journey.
Role type
Senior Customer Service Specialist (CXM)
Builds
Standard Operating Procedures (SOPs), optimized customer service processes, and VOC analysis reports.
Domain
Online commerce / Food delivery
Required skills
SOP creation and improvement, VOC collection and analysis, process optimization, complex problem structuring, data analysis for quality improvement
Preferred skills
Online commerce or delivery business understanding, customer-centric service mindset, adaptability to changing environments
Technologies
Call, chat, email channels
Responsibilities
Create and improve SOPs for consistent customer service, analyze customer inquiry data to improve service quality, manage VOC operations across channels, conduct root cause analysis on operational metrics, collaborate with cross-functional teams for CX improvement
Seniority
Senior, hands-on IC
