[L5] CX 팀장 (재택근무 / Andon Operation)

As an L5 CX 팀장 in Andon Operation at Coupang, your primary responsibilities include leading a 24/7 team to resolve issues such as defective products and misdeliveries, contributing to the improvement of customer experience through effective problem-solving, and managing various operational projects.

Candidates for the L5 CX 팀장 position at Coupang should have over 5 years of relevant experience, a track record of proactive execution, excellent communication skills, and preferably experience in customer experience roles, with a bonus for familiarity with Zendesk and Workato.

The Andon Operation team at Coupang enhances customer experience by quickly identifying and addressing quality issues, ensuring effective communication with other departments, and implementing improvements to prevent the recurrence of these issues.

The work schedule for the L5 CX 팀장 in Andon Operation at Coupang is a standard 5-day work week from 09:00 to 18:00, allowing for a balanced work-life routine while contributing to a critical customer support function.

As an L5 CX 팀장 at Coupang, there are ample growth opportunities, including team management development, becoming a quality expert within the organization, and contributing significantly to process improvements that enhance customer satisfaction.

Talk about a specific instance where you identified a customer's problem, outlined the steps you took to address it, and improved the process to prevent it from happening again, showcasing your strategic thinking.

Discuss how you prioritize communication, set clear objectives, and encourage professional development among team members to foster collaboration and accountability.

Explain your approach to quality control by emphasizing the importance of processes, monitoring feedback, and implementing corrective measures to maintain high standards.

Mention specific tools like Zendesk or Workato and explain how you utilize these systems to improve efficiency in managing team activities and resolving customer issues.

Provide an example of a conflict and describe how you mediated the situation by encouraging open communication and focusing on collaborative solutions.

Discuss your methods for effectively collaborating with different departments, emphasizing your communication skills and ability to align diverse goals towards achieving company-wide objectives.

Identify key performance indicators like customer satisfaction scores or net promoter scores and explain how you use them to assess and improve the overall customer experience.

Talk about how you regularly read industry publications, participate in webinars or workshops, and network with other professionals to gather insights on new strategies and tools.

Reflect on common challenges such as maintaining consistency across platforms, managing customer expectations, and leveraging technology effectively to enhance service delivery.

Share your passion for enhancing customer experiences, your admiration for Coupang's innovative approach, and your desire to contribute to a team that prioritizes quality and customer satisfaction.