Coupang

Responsible for reviewing content synopses, managing metadata, and setting timecodes for video features like intro skipping. The role also involves assisting with content deliberation and monitoring both internal and competitor platforms.

Analyze and resolve catalog-related issues reported by sellers to improve overall catalog quality and the shopping experience. Collaborate with development and customer service teams to implement structural improvements and prevent recurring issues while adhering to SLAs.

The specialist will handle customer inquiries and complaints through various channels while coordinating with internal teams to improve service quality. They are also responsible for managing high-sensitivity cases and providing professional support to frontline staff during emergencies.

Manage and support a team of approximately 15 customer service representatives to ensure service quality and operational efficiency. Handle escalated customer complaints, oversee performance metrics, and drive process improvement initiatives.