[Coupang] Rocket Jikgu CS Program Planning & Operations (7+ years of experience)

Company Introduction

Coupang exists to realize customer wow. We know we are fulfilling our mission when customers say, "How did I live without Coupang?" With the sole obsession of making customers' shopping, dining, and overall lives more convenient, Coupang is leading innovation across the multi-billion dollar e-commerce industry. As one of the fastest-growing e-commerce companies, Coupang has established an unrivaled position and built customer trust within the domestic commerce industry.

Coupang prides itself on being a large-scale global listed company based on startup culture. This is our growth engine that allows us to maintain the agility of our founding days and continuously launch new services to expand our business. Every Coupang employee is given the opportunity to possess an entrepreneurial spirit and drive new innovation and initiatives. The boldness to dive into work without hesitation to achieve results is the essence of how Coupang works. At Coupang, you will witness yourself, your colleagues, your team, and the entire company growing every day.

Every Coupang employee is sincere about Coupang's mission to create the future of commerce. We solve customer problems, challenge traditional ideas and common sense, and push past achievable limits. If you desire an amazing work experience in an always-on, high-tech, and hyper-connected world, join Coupang right now.

Team Introduction

The Jikgu CS Program Management team operates with the goal of improving customer service quality and enhancing customer satisfaction from the customer's perspective. Based on customer response and VOC analysis, we identify opportunities to improve the customer experience and propose new customer service processes and operational methods. Additionally, we collaborate closely with business units, operations organizations, and global partners to preemptively resolve issues occurring at customer touchpoints and provide stable services. To support the successful settlement of new businesses, we manage customer touchpoint channels and play a role in establishing CS policies and operational systems suitable for the expanding business.

Job Description

Customer Issue Management

• Quickly identify and resolve customer issues through Rocket Jikgu FEM tickets
• Perform Root Cause Analysis on customer complaints and operational issues

VOC Analysis & Customer Experience Improvement

• Derive customer experience improvement tasks by analyzing customer VOC and operational data
• Drive customer satisfaction improvement in collaboration with Business Partners such as Product, Operations, and Logistics

CS Knowledge Management

• Build a knowledge system so that consultants can respond to customers quickly and accurately
• Manage CS policies, FAQ, guidelines, and SOP

Program & Process Management

• Review CS impact following the expansion of new businesses and services
• Support the development of relevant SOP (Standard Operating Procedure) and operational stabilization
• Lead and manage improvement tasks on a project and program level

Qualifications

• Holder of a Bachelor's degree or higher
• 7+ years of experience in Customer Service, Program Management, Operations, or related fields
• Experience leading operational improvements and projects while collaborating with various stakeholders in a large-scale corporation or complex organizational environment
• Business-level English communication skills
• Data analysis and problem-solving skills (SQL proficiency preferred)
• Experience leading new process establishment, SOP development, or operational improvement projects

Preferred Qualifications

• Experience utilizing AI-based analysis and task automation
• Experience working in the E-commerce, Marketplace, or Tech industry

Application Process & Information

Application Process

Document Screening - Phone Interview - In-person (Video) Interview – Final Offer

• The application process may vary by job role and may change depending on the schedule and circumstances.
• Individual guidance regarding the application schedule and results will be provided via the email address registered in the application.

Notes

• This job posting may close early once recruitment is completed.
• If there are any false statements in the application, the offer may be canceled.
• Persons eligible for employment protection (veterans, persons with disabilities, etc.) may receive preferential treatment in hiring according to relevant laws.
• Job title and scope of responsibilities may change considering the candidate's overall career, experience, and other circumstances. If such changes are necessary, the candidate will be communicated with at an appropriate time before the final offer notification.
• Recruitment may be restricted if the candidate does not possess the legally required qualifications for recruitment and job performance.
• The employment type is a regular position, including a 12-week probationary period. However, if necessary for business reasons, the aforementioned probationary period may not be applied, or may be shortened or extended.

Privacy Policy

Coupang Group collects and processes your personal information in accordance with the Applicant Privacy Policy (link below). https://www.coupang.jobs/kr/privacy-policy/

Document Return Policy

• This notice is in accordance with Article 11, Paragraph 6 of the "Fairness in Recruitment Procedure Act."
• We inform you that job seekers who have applied for our recruitment but were not ultimately successful may request the return of submitted recruitment documents in accordance with the "Fairness in Recruitment Procedure Act." However, this does not apply if the documents were submitted via a website or email, or if the job seeker submitted them voluntarily without our request. In cases where recruitment documents are lost due to natural disasters or other reasons not attributable to the company, they shall be deemed returned.
• A job seeker requesting the return of recruitment documents according to the main text of Paragraph 2 above must complete the [Recruitment Document Return Request Form - Attachment No. 3 of the Enforcement Rule of the Fairness in Recruitment Procedure Act] and submit it via email ( recruitingops@coupang.com ). Upon confirmation of submission, the documents will be sent to the designated address via registered mail within 14 days. Please note that the registered mail fee will be borne by the recipient.
• In preparation for the return requests of job seekers according to the main text of Paragraph 2, the company will keep the original recruitment documents submitted by the job seeker for 180 days from the date the recruitment decision is finalized. If a request for the return of recruitment documents is not made by then, all recruitment documents will be destroyed without delay in accordance with the "Personal Information Protection Act."
• However, the contents of Paragraphs 1 through 4 apply only when the labor-related laws of the Republic of Korea are applicable. They do not apply in other cases.