Description

You will join the CXM organization at Coupang Eats Services, managing customer, store, and delivery partner experiences. Your role involves analyzing VOC data, improving SOPs, managing risks, and leading projects to enhance service quality and satisfaction.

Requirements

• Experience in customer service or customer experience
• Strong analytical and problem-solving skills
• Ability to develop and manage SOPs
• Proficiency in data analysis tools
• Excellent communication and collaboration skills

Responsibilities

• Handle customer inquiries and complaints, resolve issues
• Manage store partner onboarding and operational support
• Support delivery partner operational issues and policies
• Monitor and respond to critical issues from all stakeholders
• Analyze VOC data and drive process improvements