[쿠팡이츠서비스] 배달파트너 CX 운영 담당자 (경력 4년 이상)

Who you are

You have over 4 years of relevant experience in customer operations, demonstrating a strong ability to analyze data and derive actionable insights to improve customer satisfaction. Your background includes experience in managing customer feedback and implementing process improvements based on data-driven decisions. You possess excellent communication skills, enabling you to collaborate effectively with diverse stakeholders, including customers, delivery partners, and store owners. You are adept at defining problems through data analysis and executing improvement plans that enhance service quality. Your experience with VOC and satisfaction surveys has equipped you with the skills to analyze both qualitative and quantitative data effectively.

Desirable

Experience with data visualization tools is a plus, as is a logical approach to communication. You are familiar with project management principles and have a track record of leading small projects from inception to completion, ensuring that timelines, resources, and quality standards are met. Your ability to work collaboratively in a team-oriented environment is essential, as you will be part of a team focused on enhancing the customer experience.

What you'll do

In this role, you will be responsible for managing all customer feedback that comes into Coupang Eats Services, ensuring that customer satisfaction is prioritized. You will conduct data analysis to identify improvement items and propose actionable plans based on your findings. Regular reporting on progress and results will be a key part of your responsibilities, as you will need to keep stakeholders informed and engaged. You will also lead small-scale projects, managing all aspects from planning to execution, while ensuring that quality and timelines are adhered to.

Additionally, you will define requirements for new features and improvements in the Eats Delivery Partner App, overseeing the testing and quality assurance processes before deployment. Post-launch, you will monitor performance and gather feedback to inform future enhancements. Your role will involve close collaboration with various teams to ensure that the customer experience is continuously improved and that any critical issues are addressed swiftly.

What we offer

Coupang offers a dynamic work environment where you can make a significant impact on customer experience. You will have the opportunity to work with a team of experts dedicated to innovation and excellence in service delivery. We provide competitive compensation and benefits, along with opportunities for professional growth and development. Join us in our mission to deliver exceptional service and create a remarkable customer experience.