1. Customer Communication & Case Resolution
Oversee and support the team in providing timely, professional, and accurate responses to customer inquiries across various channels, including phone, email, Kakao, Naver, and e-Retail platforms.
Ensure that all customer claims and escalations are handled in accordance with CX policies and brand guidelines, maintaining the highest level of service excellence.
Act as a key point of contact during peak periods, stepping in to handle critical or sensitive customer cases when needed, while guiding the team through complex cases.
2. Issue & Quality Management
Guide the team in assessing case details, making reimbursement decisions in alignment with internal policies, and resolving critical customer escalations with sound judgment.
Proactively monitor incoming cases for high-risk or sensitive issues, escalating when necessary to legal, PR, or communications teams to minimize reputational or legal risks.
Maintain and update response templates, SOPs, and product-related documentation to ensure consistency and accuracy in customer interactions.
3. Team Management & Support
Lead by example in managing and supporting a team of CX professionals, fostering a collaborative, high-performing environment.
Provide coaching, mentorship, and feedback to team members to enhance their skills, resolve challenges, and boost overall performance.
Assist the CX Manager in maintaining team stability by addressing workload imbalances, facilitating team morale, and identifying development opportunities.
Ensure that team members follow best practices and consistently meet KPIs related to customer service performance.
4. Strategic Support & Initiative Ownership
• Assist the CX Manager with project-based tasks and cross-functional collaboration
• Coordinate with internal teams (Brands, WH, RA/QA) to address customer-impacting issues, lead pilot initiatives, and drive process improvements.
경력 및 자격요건
- 7+ years of experience in customer service, with a strong preference for backgrounds in luxury, retail, or cosmetics industries.
- Proven ability to manage, motivate, and stabilize a team in a fast-paced, high-pressure environment.
- Strong collaboration and interpersonal skills, with the ability to lead cross-functional teams and foster teamwork.
- Excellent written and verbal communication and negotiation skills, with a customer-first mindset.
- Demonstrated problem-solving skills, especially in managing complex customer-related processes.
- Advanced proficiency in Excel and PowerPoint for reporting and presentations.
- Professional-level English communication skills (both written and verbal).
- Familiarity with customer service platforms such as Salesforce Service Cloud is a plus.
- Strong organizational and multitasking abilities, with a focus on detail and process improvement.
담당업무
02-6281-5009
janam@nterway.com
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