[쿠팡이츠서비스] CS 정책 운영 및 개선 담당자(Eats Customer Service)

Who you are

You have over 3 years of relevant experience in customer service operations, demonstrating a strong ability to develop and implement effective policies. Your experience includes process improvement and execution, allowing you to identify and address areas for enhancement in customer interactions. You possess flexible thinking and excellent communication skills, enabling you to convey complex information clearly and effectively. You are willing to work on weekends, with specific hours from 11:00 to 20:00, ensuring that customer needs are met during peak times. Additionally, proficiency in Japanese is a plus, as is a solid understanding of online commerce or delivery service businesses. You have a customer-centric mindset, always striving to provide the best service possible and adapt quickly to changes in the environment.

What you'll do

In this role, you will be responsible for establishing and refining customer service policies and guidelines to enhance the customer experience. You will analyze customer interactions to derive insights that lead to positive experiences, focusing on improving standard operating procedures (SOPs), training, and process enhancements. Your role will involve standardizing service delivery to ensure that customers receive accurate information about Coupang Eats policies. You will collaborate with various teams to implement these improvements and ensure that customer feedback is integrated into service enhancements. You will also be involved in training customer service representatives, equipping them with the necessary tools and knowledge to provide exceptional service. Your insights will help shape the direction of customer service strategies, ensuring that they align with the overall goals of Coupang Eats Services.

What we offer

Coupang offers a dynamic work environment where you can contribute to innovative service solutions. You will be part of a team that values collaboration and continuous improvement, working together to enhance customer satisfaction. The company provides opportunities for professional growth and development, allowing you to expand your skills and advance your career. You will have access to resources and support to help you succeed in your role, and your contributions will directly impact the customer experience at Coupang Eats. We encourage you to apply even if your experience doesn't match every requirement, as we value diverse backgrounds and perspectives.