Emma – The Sleep Company
e-commerce
BilingualKoreanCustomerServiceRepresentative
“Bilingual Korean Customer Service Representative at Emma – The Sleep Company. Skills: Native Korean fluency, Customer service, E-commerce support. Handle customer interactions across multiple platforms. Support sales growth”
What You'll Achieve.
Customer Satisfaction Score (CSAT); First Response Time (FRT); Resolution Time; Order Accuracy Rate; Return/Refund Handling Efficiency; Sales Conversion Rate
Industry & Context.
Resolve complaints related to delivery, product quality, or order issues; Escalate complex issues
What They're Looking For.
Must Have
Native-level fluency in Korean (written and spoken), Proficient in English for internal coordination, Minimum 1 year of customer service experience
Nice to Have
Experience in e-commerce or online retail, Experience handling marketplace platforms (Coupang, Naver, Shopee, Lazada, etc.), Familiarity with order management systems, CRMs, and ticketing tools, Understanding of e-commerce workflows (order lifecycle, returns, refunds, logistics)
What You'll Do.
Handle customer interactions across multiple platforms
Act as a brand representative in all communications
Provide pre-sales support (product inquiries
Guide customers in selecting the right products
Deliver post-sales support (order tracking
Resolve complaints related to delivery
Support sales and revenue generation (upsell and cross-sell relevant products)
Assist in converting inquiries into successful purchases
Manage multi-channel communication (Email
inbound/outbound calls
marketplace messaging platforms
social commerce channels)
Perform order management tasks (order creation
Coordinate with fulfillment and logistics teams for timely delivery
Maintain accurate records in CRM and e-commerce systems
Monitor and respond to customer reviews and ratings on marketplaces
Escalate complex issues and collaborate with internal teams (logistics
How You'll Work.
Team & Collaboration
Collaborate with internal teams (logistics, warehouse, product, payments) to escalate and resolve complex issues
Communication Scope
Native-level fluency in Korean (written and spoken); Proficient in English for internal coordination
Applying for this Bilingual Korean Customer Service Representative role?
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What do employees actually say about Emma – The Sleep Company?
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