Coupang
[쿠팡]SLA분석및개선담당자(CXSLA)(경력3년이상)
“[쿠팡] SLA 분석 및 개선 담당자(CX SLA) (경력 3년이상) at Coupang. Skills: SLA analysis, Process improvement, Customer experience. Analyze and improve customer experience processes. Manage SLA and Top Percentile standards”
What You'll Achieve.
Improve organizational service quality; Maximize customer satisfaction
Industry & Context.
Root cause analysis; Problem analysis; Solution derivation
What They're Looking For.
Must Have
3+ years CS process/system improvement experience, Experience leading/participating in CX improvement projects, Structural analysis and actionable solution derivation skills, Data analysis and monitoring for root cause definition, Process design for recurrence prevention, Communication skills for internal/external stakeholders, Data and case-based collaboration skills
Nice to Have
SLA related work experience, Python, SQL data analysis skills, Power BI, MS Office proficiency, Zendesk customer service solution experience, Customer service or statistics certification, Early start date availability
What You'll Do.
Analyze and improve customer experience processes
Manage SLA and Top Percentile standards
Analyze root cause for CX process issues
Establish recurrence prevention measures
Collaborate with related departments for CS process/system enhancement
Review CS policy and improve operational standards
Design customer response SOP and guidelines
Derive insights from Zendesk ticket data
How You'll Work.
Team & Collaboration
Cross-departmental collaboration; Internal stakeholder collaboration; External stakeholder collaboration
Communication Scope
Stakeholder communication
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