Delivering convenience to millions in South Korea
Coupang is a leading e-commerce platform in South Korea, founded in 2010 and headquartered in Seoul. The company serves millions of customers with its fast delivery service, Rocket Delivery, which promises same-day or next-day delivery on a wide range of products. Coupang went public in March 2021, ...
Coupang offers competitive salaries, stock options, generous paid time off, and a flexible remote work policy to support work-life balance....
Coupang fosters a customer-centric culture, emphasizing speed and efficiency in its operations. The company values innovation and encourages employees...
Coupang • South Korea
Coupang is seeking a Customer Operations Manager for their Japan business to enhance customer experience and support. You'll analyze customer feedback and improve service processes. This role requires proficiency in Japanese and experience in customer service operations.
You possess business-level proficiency in Japanese, enabling you to communicate effectively with local customers and partners. You have experience in customer service and CX operations, having successfully resolved complex customer issues in the past. Your background includes data-driven CX analysis and improvement, allowing you to leverage insights for enhancing customer satisfaction. You are skilled in collaborating with global teams to establish and execute CX strategies, ensuring alignment across departments. Your ability to handle critical customer issues directly demonstrates your commitment to service quality and customer satisfaction. You thrive in environments where you can contribute to process improvements and elevate service standards.
In this role, you will oversee the CX operations for the Japanese market, responding to inquiries from local customers and partners while providing support. You will establish CX processes tailored to the Japanese market, contributing to the enhancement of service levels. Analyzing customer feedback and escalating issues to relevant departments will be a key part of your responsibilities, ensuring that you lead problem-solving initiatives effectively. You will monitor and analyze key CX metrics (KPIs) to identify areas for improvement and execute necessary actions. Handling critical customer issues directly will be part of your daily tasks, ensuring swift resolutions and maintaining high service quality. You will work closely with various teams to ensure that customer experiences are continuously improved and satisfaction is maximized.
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 diverse team of professionals dedicated to innovation and excellence in service delivery. We encourage you to apply even if your experience doesn't match every requirement, as we value diverse perspectives and backgrounds. Join us in our mission to provide exceptional service and support to our customers and partners in the Japanese market.
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