Customer Service Specialist

Who you are

You have over 2 years of experience in customer service, contact center operations, or emergency response management — you understand the importance of delivering exceptional service and are committed to resolving customer inquiries effectively. You possess strong analytical skills, allowing you to identify root causes of recurring issues and improve processes to enhance customer satisfaction. You are proactive in detecting potential issues and are skilled at coordinating with various departments to ensure timely resolutions. Your attention to detail enables you to monitor call recordings and response logs, providing constructive feedback to improve service quality. You thrive in a fast-paced environment and are passionate about pioneering new markets and services that prioritize customer needs.

What you'll do

In this role, you will review escalated inquiries and issues from the call center, coordinating with relevant departments to resolve them quickly. You will analyze recurring inquiries to identify root causes and improve manuals, guides, and processes to prevent recurrence. Monitoring call recordings and response logs will be part of your responsibilities, as you identify inaccurate or inappropriate responses and provide feedback to enhance service quality. You will revise and supplement response standards that cause quality issues, ensuring that customers receive accurate information and guidance. Additionally, you will share urgent incidents or operational issues immediately and follow up until resolution. Your proactive approach will help detect inconveniences or potential issues occurring on-site early, allowing you to share them with relevant departments to maintain a responsive support system.

What we offer

Coupang offers a dynamic work environment where you can continuously lead innovation and take initiative without hesitation. You will have the opportunity to be part of a team that is deeply committed to transforming the food delivery industry in Japan. We encourage you to apply even if your experience doesn't match every requirement, as we value diverse perspectives and backgrounds. Join us in delivering a 'wow experience' to our customers and be part of a company that is pioneering the future of delivery services.