포지션 상세
The CX Coordinator manages and supports the customer experience across LVMH Beauty Korea's diverse distribution channels, including Department Stores, Brand.com, and E-concession platforms. This role is anchored in professional phone support capabilities, while ensuring seamless resolution across email, chatbot, and other digital channels. We are seeking a practical professional with 3–4 years of experience who possesses high proficiency in Salesforce Service Cloud (SFSC) and internal Legacy Systems to optimize operations.
• Address inquiries regarding product information, orders, delivery, and promotions tailored to the specific processes of each channel (Department Stores, Brand.com, E-concession and etc).
• Provide prompt and accurate solutions based on solid product and service knowledge to enhance customer satisfaction.
• Handle customer claims in accordance with internal policies and procedures; ensure timely escalation of complex or sensitive issues to Senior Leadership or relevant departments to minimize risk.
• Structure recurring inquiry types to support FAQ updates and refine response scripts.
• Monitor potential consumer issues that could impact brand reputation or operations and share immediate updates with relevant stakeholders.
• Work closely with the CX Specialist and Senior Leadership to support the resolution of key customer cases and ensure adherence to internal guidelines.
• Identify process inefficiencies and provide practical feedback for improvement from an operational perspective.
• Proactively manage daily CS operational processes, including exchanges, returns, delivery issues, and post-claim follow-ups.
• Understand the data flow between the Global System (SFSC) and Local Legacy Systems, ensuring all consultation history is accurately recorded and documented according to data entry standards.
• Compile and process customer inquiry and claim data to create insightful reports for Senior Management and relevant departments.
• Analyze VOC (Voice of Customer) to identify key trends and improvement areas for internal sharing.
• Monitor core CX metrics (e.g., NPS) and execute practical action items for metric improvement.
• Expertise and high proficiency in Phone Support (Call Handling) and high-difficulty complaint resolution is essential.
• Strong interpersonal and communication skills to collaborate with various cross-functional teams.
• Operational experience with multi-channel tools (Kakao Chatbot, Email, Telephony systems).
• Understanding and adaptability regarding corporate internal Legacy Systems and Order Management Systems (OMS).
• Clear understanding of distribution structures and CS processes for Department Stores, Brand.com, and external partner malls (E-concession).
• Business English proficiency required (Capable of understanding global system manuals, email correspondence, and basic written communication; functional usage for work is prioritized over fluency).
• Proactive and open-minded, with a strong sense of ownership.
• Organized capability to prioritize and systematically complete tasks in a multi-tasking environment.
주요업무
• [Core] Professionally manage and execute customer inquiries across omni-channels, with a primary focus on Phone Support (Inbound/Outbound), as well as Email, Kakao Talk (Chatbot), and e-Retail platforms.• Address inquiries regarding product information, orders, delivery, and promotions tailored to the specific processes of each channel (Department Stores, Brand.com, E-concession and etc).
• Provide prompt and accurate solutions based on solid product and service knowledge to enhance customer satisfaction.
• Handle customer claims in accordance with internal policies and procedures; ensure timely escalation of complex or sensitive issues to Senior Leadership or relevant departments to minimize risk.
• Structure recurring inquiry types to support FAQ updates and refine response scripts.
• Monitor potential consumer issues that could impact brand reputation or operations and share immediate updates with relevant stakeholders.
• Work closely with the CX Specialist and Senior Leadership to support the resolution of key customer cases and ensure adherence to internal guidelines.
• Identify process inefficiencies and provide practical feedback for improvement from an operational perspective.
• Proactively manage daily CS operational processes, including exchanges, returns, delivery issues, and post-claim follow-ups.
• Understand the data flow between the Global System (SFSC) and Local Legacy Systems, ensuring all consultation history is accurately recorded and documented according to data entry standards.
• Compile and process customer inquiry and claim data to create insightful reports for Senior Management and relevant departments.
• Analyze VOC (Voice of Customer) to identify key trends and improvement areas for internal sharing.
• Monitor core CX metrics (e.g., NPS) and execute practical action items for metric improvement.
자격요건
• 3–4 years of experience in Customer Service (CS) or related operational roles.• Expertise and high proficiency in Phone Support (Call Handling) and high-difficulty complaint resolution is essential.
• Strong interpersonal and communication skills to collaborate with various cross-functional teams.
• Operational experience with multi-channel tools (Kakao Chatbot, Email, Telephony systems).
• Understanding and adaptability regarding corporate internal Legacy Systems and Order Management Systems (OMS).
• Clear understanding of distribution structures and CS processes for Department Stores, Brand.com, and external partner malls (E-concession).
• Business English proficiency required (Capable of understanding global system manuals, email correspondence, and basic written communication; functional usage for work is prioritized over fluency).
• Proactive and open-minded, with a strong sense of ownership.
• Organized capability to prioritize and systematically complete tasks in a multi-tasking environment.
