Customer Operations • Mid-Level

Who you are

You possess business-level proficiency in Japanese, enabling you to communicate effectively with local customers and partners. You have experience in customer service and CX operations, having successfully resolved complex customer issues in the past. Your background includes data-driven CX analysis and improvement, allowing you to leverage insights for enhancing customer satisfaction. You are skilled in collaborating with global teams to establish and execute CX strategies, ensuring alignment across departments. Your ability to handle critical customer issues directly demonstrates your commitment to service quality and customer satisfaction. You thrive in environments where you can contribute to process improvements and elevate service standards.

What you'll do

In this role, you will oversee the CX operations for the Japanese market, responding to inquiries from local customers and partners while providing support. You will establish CX processes tailored to the Japanese market, contributing to the enhancement of service levels. Analyzing customer feedback and escalating issues to relevant departments will be a key part of your responsibilities, ensuring that you lead problem-solving initiatives effectively. You will monitor and analyze key CX metrics (KPIs) to identify areas for improvement and execute necessary actions. Handling critical customer issues directly will be part of your daily tasks, ensuring swift resolutions and maintaining high service quality. You will work closely with various teams to ensure that customer experiences are continuously improved and satisfaction is maximized.

What we offer

Coupang offers a dynamic work environment where you can make a significant impact on customer experience. You will have the opportunity to work with a diverse team of professionals dedicated to innovation and excellence in service delivery. We encourage you to apply even if your experience doesn't match every requirement, as we value diverse perspectives and backgrounds. Join us in our mission to provide exceptional service and support to our customers and partners in the Japanese market.