Coupang

Responsible for monitoring and responding to merchant support center issues and defining customer problems based on VOC data. Collaborates with relevant departments to establish policies, improve processes, and enhance the overall merchant experience.

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.