Coupang
ComplaintExperinceManagementSr.Specialist[L5]
“Complaint Experince Management Sr. Specialist [L5] at Coupang. Skills: Complaint experience management, Customer experience strategy, Customer trust building, Incident response. Lead and execute company-wide complaint and escalation experience. Improve customer satisfaction, loyalty, and brand trust”
What You'll Achieve.
Improve customer satisfaction; Improve customer loyalty; Improve brand trust; Minimize customer impact
Industry & Context.
Data analysis; Problem solving; Root cause analysis
What They're Looking For.
Must Have
Bachelor's degree in business, marketing, or related field, 5+ years customer experience management, customer service, or customer success, Customer journey mapping, CX measurement tools (NPS, CSAT, DSAT), Independent data analysis, Problem-solving ability, Actionable recommendations, Communication skills, Cross-functional collaboration skills
Nice to Have
Master's degree in related field, Complex complaints handling experience, Escalation cases handling experience, Consumer protection cases handling experience, E-commerce work experience, Logistics work experience, High-growth environments work experience, Proficiency in written and spoken Mandarin, Working proficiency in English
What You'll Do.
Lead and execute company-wide complaint and escalation experience
Improve customer satisfaction
Analyze and monitor customer experience metrics (NPS
and improvement opportunities
Represent Coupang in consumer protection meetings
Manage responses to external customer disputes and complaints
Act as core member of cross-functional incident response
Ensure timely resolution and minimize customer impact
Consolidate customer feedback and behavioral data
Propose clear and actionable improvement plans
Partner with Customer Service
Embed a customer-centric culture
Build and maintain CX dashboards
Provide insights and early warnings to leadership
How You'll Work.
Team & Collaboration
Cross-functional teams; Customer Service; Product; Legal; Compliance
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