Customer Support:
• Provide front-line support to resolve customer inquiries and complaints in line with predefined standards and KPIs.
• Collaborate with customer service centers and online marketplace platforms, and communicate with stores when necessary to resolve customer issues promptly and effectively.
• Manage communication between the CS team and 3PL warehouses to ensure accurate and timely returns processing.
• Support the management of customer complaints, returns, and repairs to ensure a seamless customer experience.

Operational Support:
• Establish and manage operational policies and processes for each online marketplace platform sales channel.
• Monitor key CS operational processes, including orders, cancellations, exchanges, and returns, and collaborate with relevant departments to resolve issues.
• Assist in monitoring service provider performance, including data collection, KPI tracking, and report generation.
• Support the in-house CS team with repair and quality control processes as needed.
• Participate in quarterly and annual budget forecasting (OPEX, CAPEX)
Process Improvement:
• Analyze customer inquiries and VOC data to identify recurring issues and drive improvements in customer service and operational processes.
• Identify opportunities to improve customer service processes and reduce response times.
• Support initiatives to enhance customer satisfaction and streamline service operations.
Collaboration and Communication:
• Collaborate with online marketplace platform teams to share issues, coordinate solutions, and improve operational efficiency.

• 3-5 years of experience in customer service or related fields.
• Experience handling customer complaints and driving improvements in customer service processes.
• Experience in the fashion or retail industry is preferred.
• Experience managing operations on online marketplace platforms.

- 원서 마감후 1차(서류) 합격자에 한하여 개별연락
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