포지션 상세
Digital Consumer Services Korea is looking for a consumer-obsessed, detail-oriented operations specialist who can manage day-to-day service performance while identifying opportunities to improve the consumer experience. The ideal candidate demonstrates sound judgment, strong ownership, and a solutions-oriented mindset. This person is comfortable working with operational data, managing complex consumer cases, coordinating across functions and time zones, and translating business or system changes into clear frontline guidance.
• Manage complex and escalated consumer cases received through frontline service teams, ensuring clear ownership, accurate documentation, appropriate stakeholder alignment, and effective resolution.
• Coordinate operational responses to digital service incidents and business changes, including impact assessment, issue documentation, frontline communication, case monitoring, escalation, and post-incident follow-up.
• Partner with contact center vendors and internal teams to support service performance, maintain operating procedures and knowledge content, communicate response guidance, and ensure escalation paths are clear and effective.
• Analyze contact drivers, consumer feedback, quality findings, and operational trends to identify root causes and recommend improvements that reduce consumer effort, strengthen service consistency, and improve operational effectiveness.
• Drive operational readiness for launches, promotions, policy updates, and new digital capabilities by assessing service impacts and preparing procedures, knowledge content, response guidance, and training inputs.
• Collaborate with Legal, Privacy, Communications, Technology, and marketplace partners on consumer-impacting issues and ensure agreed actions are translated into executable service procedures.
• Bachelor's degree or an equivalent combination of education, training, and relevant work experience.
• Experience supporting digital commerce or app-based consumer journeys, including orders, delivery, returns, refunds, payments, membership, and account-related inquiries.
• Strong analytical and problem-solving skills, with the ability to interpret operational data, identify root causes, and turn insights into practical actions.
• Strong written and verbal communication skills in Korean and English.
• Proficiency in Microsoft Office applications and experience using customer service, CRM, or reporting platforms.
주요업무
• Monitor daily service operations and key consumer experience indicators, identify emerging risks or service gaps, and coordinate timely follow-up with relevant partners.• Manage complex and escalated consumer cases received through frontline service teams, ensuring clear ownership, accurate documentation, appropriate stakeholder alignment, and effective resolution.
• Coordinate operational responses to digital service incidents and business changes, including impact assessment, issue documentation, frontline communication, case monitoring, escalation, and post-incident follow-up.
• Partner with contact center vendors and internal teams to support service performance, maintain operating procedures and knowledge content, communicate response guidance, and ensure escalation paths are clear and effective.
• Analyze contact drivers, consumer feedback, quality findings, and operational trends to identify root causes and recommend improvements that reduce consumer effort, strengthen service consistency, and improve operational effectiveness.
• Drive operational readiness for launches, promotions, policy updates, and new digital capabilities by assessing service impacts and preparing procedures, knowledge content, response guidance, and training inputs.
• Collaborate with Legal, Privacy, Communications, Technology, and marketplace partners on consumer-impacting issues and ensure agreed actions are translated into executable service procedures.
자격요건
• 3+ years of experience in digital consumer services, contact center operations, e-commerce operations, customer experience, or a related field.• Bachelor's degree or an equivalent combination of education, training, and relevant work experience.
• Experience supporting digital commerce or app-based consumer journeys, including orders, delivery, returns, refunds, payments, membership, and account-related inquiries.
• Strong analytical and problem-solving skills, with the ability to interpret operational data, identify root causes, and turn insights into practical actions.
• Strong written and verbal communication skills in Korean and English.
• Proficiency in Microsoft Office applications and experience using customer service, CRM, or reporting platforms.
