CX Coordinator
공고 요약
담당업무
Department Stores, Brand.com, E-concession 등 다채널 고객 문의 응대
전화 상담을 중심으로 이메일, Kakao Talk 챗봇, e-Retail 문의 처리
상품 정보, 주문, 배송, 프로모션 관련 문의 해결
고객 클레임 처리 및 복잡·민감 사안의 관련 부서 에스컬레이션
반복 문의 유형 구조화, FAQ 업데이트 및 응대 스크립트 개선
브랜드 평판과 운영에 영향을 줄 수 있는 소비자 이슈 모니터링 및 공유
교환, 반품, 배송 이슈, 클레임 후속 조치 등 일일 CS 운영 프로세스 관리
SFSC와 Local Legacy Systems 간 데이터 흐름 확인 및 상담 이력 기록
고객 문의·클레임 데이터 취합과 경영진·관련 부서 보고서 작성
VOC 분석을 통한 주요 트렌드 및 개선 영역 도출
NPS 등 CX 지표 모니터링 및 개선 활동 실행
운영 비효율 파악과 프로세스 개선 의견 제시
자격요건
Phone Support 및 고난도 고객 불만 해결 역량
Salesforce Service Cloud(SFSC) 및 내부 Legacy Systems 활용 역량
Kakao Chatbot, Email, Telephony 등 다채널 도구 운영 경험
Order Management Systems(OMS) 및 백화점·Brand.com·외부 파트너몰 CS 프로세스 이해
다양한 유관 부서와 협업할 수 있는 대인관계 및 커뮤니케이션 역량
Business English 활용 능력
업무 우선순위 설정 및 체계적인 멀티태스킹 역량
주도적이고 열린 태도 및 업무 오너십
접수방법
기업 사이트에서 지원
마감기한
상시채용
엘브이엠에이치(LVMH) 지원하기 전 이력서 Check
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공고 원문
소개
The CX Coordinator manages and supports the customer experience across LVMH Beauty Korea's diverse distribution channels, including Department Stores, Brand.com, and E-concession platforms. This role is anchored in professional phone support capabilities, while ensuring seamless resolution across email, chatbot, and other digital channels. We are seeking a practical professional with 3–4 years of experience who possesses high proficiency in Salesforce Service Cloud (SFSC) and internal Legacy Systems to optimize operations.
주요업무
• [Core] Professionally manage and execute customer inquiries across omni-channels, with a primary focus on Phone Support (Inbound/Outbound), as well as Email, Kakao Talk (Chatbot), and e-Retail platforms. • Address inquiries regarding product information, orders, delivery, and promotions tailored to the specific processes of each channel (Department Stores, Brand.com, E-concession and etc). • Provide prompt and accurate solutions based on solid product and service knowledge to enhance customer satisfaction. • Handle customer claims in accordance with internal policies and procedures; ensure timely escalation of complex or sensitive issues to Senior Leadership or relevant departments to minimize risk. • Structure recurring inquiry types to support FAQ updates and refine response scripts. • Monitor potential consumer issues that could impact brand reputation or operations and share immediate updates with relevant stakeholders. • Work closely with the CX Specialist and Senior Leadership to support the resolution of key customer cases and ensure adherence to internal guidelines. • Identify process inefficiencies and provide practical feedback for improvement from an operational perspective. • Proactively manage daily CS operational processes, including exchanges, returns, delivery issues, and post-claim follow-ups. • Understand the data flow between the Global System (SFSC) and Local Legacy Systems, ensuring all consultation history is accurately recorded and documented according to data entry standards. • Compile and process customer inquiry and claim data to create insightful reports for Senior Management and relevant departments. • Analyze VOC (Voice of Customer) to identify key trends and improvement areas for internal sharing. • Monitor core CX metrics (e.g., NPS) and execute practical action items for metric improvement.
자격요건
• 3–4 years of experience in Customer Service (CS) or related operational roles. • Expertise and high proficiency in Phone Support (Call Handling) and high-difficulty complaint resolution is essential. • Strong interpersonal and communication skills to collaborate with various cross-functional teams. • Operational experience with multi-channel tools (Kakao Chatbot, Email, Telephony systems). • Understanding and adaptability regarding corporate internal Legacy Systems and Order Management Systems (OMS). • Clear understanding of distribution structures and CS processes for Department Stores, Brand.com, and external partner malls (E-concession). • Business English proficiency required (Capable of understanding global system manuals, email correspondence, and basic written communication; functional usage for work is prioritized over fluency). • Proactive and open-minded, with a strong sense of ownership. • Organized capability to prioritize and systematically complete tasks in a multi-tasking environment.
우대사항
• Experience with Salesforce Service Cloud (SFSC) is preferred.
혜택 및 복지
자세한 사항은 홈페이지 참조
