1. Best-in-Class Customer Service (Ecommerce + Retail Stores + Repair/After-service)
• Deliver a best-in-class customer service experience across ecommerce, retail stores, and repair/after-service channels for Korea customers.
• Manage all customer service operations, ensuring that every inquiry—via phone, email, chat, social, store escalations, and repair requests—is handled promptly and with exceptional quality.
• Lead and oversee the 3rd-party CS vendor, including retail store CS support and repair center coordination, ensuring consistent service levels across all touchpoints.
• Liaise closely with internal teams (commercial, Ecom, Merchandising) to ensure timely information flow and seamless resolution of customer issues.
• Oversee the order administration process to ensure accurate and efficient data flow between systems, minimizing delays or order failures.
• Develop and manage strong working relationships with CS center, Repair vendor, and internal stakeholders.
• Regularly review and refine 3rd‑party service level agreements to ensure they remain aligned with evolving business needs across Ecom, Retail, and Repair.
• Work with global and local teams to deliver comprehensive product and service training for all CS agents, including retail CS escalations and repair-related knowledge.

2. Service Improvement & Cross‑channel Experience Enhancement
• Understand the full end-to-end customer journey and identify opportunities to improve operational efficiency and customer satisfaction.
• Establish and continuously refine SOPs for all CS processes, collaborating closely with 3PL
• Analyze customer pain points—including purchase barriers, store experience issues, and repair service challenges—and provide actionable insights to improve conversion, loyalty, and NPS.
• Lead the development of a unified customer insight and VOC feedback loop, covering all Korea channels.
3. Financial Ownership

• 8–10 years of CS (Customer Service) experience, including Sports/Fashion retail or ecommerce industry background.
• Proven track record managing third-party service centers.
• Business level English, able to communicate with global teams and external vendors.
• Customer focused with strong customer service and people management skill
• Strategic thinker with strong planning and analytical skills

- 원서 마감후 1차(서류) 합격자에 한하여 개별연락
- 해외여행에 결격 사유가 없는 자