[담당업무]

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.
- Take ownership of team-wide VOC reporting process or CX training content development, based on the candidate’s strengths
- Serve as Acting CX Manager during extended absences, ensuring team continuity and alignment.

5. Reporting & Team Enablement
- Regularly analyze VOC data and generate actionable reports, identifying key trends, pain points, and opportunities for improvement in the customer experience.
- Provide actionable insights to improve internal processes, ensuring that findings are shared with cross-functional teams and leadership.
- Support the onboarding and training of new CX team members and Beauty Consultants (BCs), helping to foster a strong, knowledgeable team.
- Lead regular follow-up sessions on key KPIs, ensuring that the team is continuously improving its customer service performance

[자격요건]

경력: 경력 7년↑
학력: 대졸
직무기술: Customer Experience , CX Assistant Manager

- 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.

[우대사항]

외국어: 영어 회화가능,독해가능,작문가능