[쿠팡] CS AI 서비스 기획 담당자 (5년이상)

Who you are

You have over 5 years of experience in customer service, demonstrating a deep understanding of customer needs and expectations. Your background includes planning and managing AI Chatbot and Callbot services, showcasing your ability to leverage technology to enhance customer interactions. You possess strong communication skills, allowing you to engage effectively with various stakeholders and ensure clarity in project objectives. Your problem-solving abilities enable you to analyze complex issues and make data-driven decisions that positively impact customer satisfaction. You are adept at project management, capable of defining project scopes, managing resources, and mitigating risks to ensure successful project delivery. Your experience includes developing content strategies that unify communication tones and enhance quality across customer service interactions.

Desirable

Experience in content planning and management using AI technologies is a plus, as is familiarity with customer satisfaction projects. Previous experience working within Coupang's customer service framework would be advantageous, providing you with insights into the company's operational standards. A portfolio showcasing your planning process and problem-solving capabilities would further demonstrate your qualifications for this role.

What you'll do

In this role, you will be responsible for planning and operating customer service consultation content at Coupang. You will design AI consultation scenarios and lead related projects aimed at enhancing customer satisfaction. Your work will involve creating a comprehensive SOP Library for customer consultations, ensuring that communication content is consistent and of high quality. You will collaborate with various teams to develop knowledge content that supports business launches and improves the overall customer experience. Your role will also require you to standardize the quality of customer interactions, ensuring that all communication aligns with Coupang's brand voice and meets customer expectations. You will analyze customer feedback and data to continuously refine and improve consultation processes, contributing to the overall mission of delivering exceptional customer service.

What we offer

Coupang offers a dynamic work environment where innovation and entrepreneurial spirit are encouraged. You will have the opportunity to work with cutting-edge technologies in a hyper-connected world, contributing to the future of commerce. The company values growth and development, providing employees with the chance to witness their own progress as well as that of their colleagues and the organization as a whole. Joining Coupang means being part of a team that is dedicated to solving customer problems and pushing the boundaries of traditional commerce. We encourage you to apply even if your experience doesn't match every requirement, as we value diverse perspectives and backgrounds.