「上場のグローバルテック企業がサポートする超スピードで成長中のスタートアップロケットナウは日本で急成長中のフードデリバリーアプリケーションで、最先端のAI技術を使用し業界の革新を目指しています。ロケットナウのサービスを提供するCP One Japan合同会社は、上場の大企業から強力な支援を受け、ソフトバンクをはじめとするグローバルVC（ベンチャーキャピタル）から数百億円規模の投資を誘致し、圧倒的な市場シェアを確保しているグローバルグループの一員です。
Key Responsibilities:
- Manage customer response rate and VOC (Voice of Customer) related emergency handling.
- Provide immediate solutions and execute improvement measures for operational issues.
- Oversee escalation processes (customer complaints resolution) and optimize workflow.
- Establish and ensure the stable operation of new contact centers (including external centers).
- Manage KPI goals and track performance achievements.
- Analyze VOC data to improve services, products, and policies.
- Collaborate closely with relevant departments to enhance operational efficiency and resolve issues.
Required Qualifications:
- 6+ years of experience in contact center operations and emergency response management.
- Proven expertise in CS operations optimization and urgent issue resolution.
- Strong ability to analyze VOC and data-driven problem-solving.
- Capable of structuring complex problems and leading solution development.
- Quick and agile decision-making in a fast-paced startup environment. Excellent problem-solving skills and strategic, data-driven mindset.
- Ability to process unstructured and fragmented data to generate insights.
- Outstanding communication and leadership skills.
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What We Do
We exist to wow our customers. We know we’re doing the right thing when we hear our customers say, “How did we ever live without Coupang?” Born out of an obsession to make shopping, eating, and living easier than ever, we’re collectively disrupting the multi-billion-dollar e-commerce industry from the ground up. We are one of the fastest-growing e-commerce companies that established an unparalleled reputation for being a dominant and reliable force in South Korean commerce.
We are proud to have the best of both worlds — a startup culture with the resources of a large global public company. This fuels us to continue our growth and launch new services at the speed we have been since our inception. We are all entrepreneurial, surrounded by opportunities to drive new initiatives and innovations. At our core, we are bold and ambitious people that like to get our hands dirty and make a hands-on impact. At Coupang, you will see yourself, your colleagues, your team, and the company grow every day.
Our mission to build the future of commerce is real. We push the boundaries of what’s possible to solve problems and break traditional tradeoffs. Join Coupang now to create an epic experience in this always-on, high-tech, and hyper-connected world.
Why Work With Us
We are proud to have the best of both worlds — a startup culture with the resources of a large global public company. This fuels us to continue our growth and launch new services at the speed we have been since our inception. At our core, we are bold and ambitious people that like to get our hands dirty and make a hands-on impact.
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