Customer Operations Excellence Manager (Eats CS)

Role Overview

The Customer Service team is responsible for establishing and managing CS policies for customers using Coupang Eats services, and collecting and analyzing VOCs through various channels such as call, chat, and email to derive improvement directions. We improve the customer’s entire journey to be a good experience through process improvement and planning work for operational efficiency.

What You Will Do

Ability to structure complex policy, process, and guide content in a simple and intuitive way from a user’s perspective, Production and improvement of SOPs to provide accurate and consistent service to customers during customer service, Analysis of customer inquiry data to improve consultation quality and guide improvement.

Why It Might Be a Fit

A person with 5 years or more of relevant work experience or a person with experience in process establishment and improvement, A person with flexible thinking and smooth communication skills, A person who can utilize Japanese in their work, A person who has the ability to structure and improve complex problems.

Requirements

• 5 years or more of relevant work experience
• experience in process establishment and improvement
• flexible thinking and smooth communication skills
• ability to utilize Japanese in their work
• ability to structure and improve complex problems

Benefits

• Dental insurance
• Vision insurance
• Health insurance
• Retirement plan
• Paid time off
• Parental leave
• Wellness program
• Visa sponsorship available