Customer Complaint Experience Manager

We exist to wow our customers. We know we’re doing the right thing when we hear our customers say, “How did I 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 commerce industry. We are one of the fastest-growing retail companies that established an unparalleled reputation for being a leading and reliable force in the commerce industry.
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 Coupang, every day is filled with the excitement of building, 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 challenge traditional tradeoffs. Join Coupang now to create an epic impact in this always-on, high-tech, and hyper-connected world.

Position : Customer Complaint Experience Manager

Team Description:

The Customer Incident Management and Escalations (CIME) team at Coupang is dedicated to mediating and resolving both internal and external disputes that may arise while using Coupang’s services. The team is responsible for quickly escalating critical issues that come through consumer-related external agencies, customer service centers, and other channels to reduce potential risks. Additionally, the team analyzes these critical issues and develops systematic response strategies through collaboration with various departments, ensuring these strategies are effectively implemented across the customer center.

Position Overview:

 The Complaint Experience Manager (CEM) is responsible for effectively managing and resolving customer complaints while maintaining open lines of communication to prevent minor issues from escalating into severe incidents. This role requires strong interpersonal skills, problem-solving abilities, and a commitment to converting negative customer experiences into positive outcomes. The Complaint Manager will also represent the Customer Service team to participate in external meetings with customers and government authorities when necessary to mediate customer issues and contribute to continuous improvement efforts.

Key Responsibilities:

• Proactive Communication:

Establish and maintain regular communication channels with customers to identify and address potential concerns before they escalate to serious complaints.

 Listen actively to customer feedback and take prompt action to address their needs and concerns.

• Complaint Resolution:

 Investigate and document customer complaints thoroughly, ensuring a clear understanding of the issue's root causes.

 Collaborate with relevant departments to develop and implement effective solutions to resolve customer complaints promptly and satisfactorily.

• Turning Negative into Positive Experience:

Work closely with Customer Service team to handle dissatisfied customers, understand their grievances, and provide appropriate resolutions.

 Focus on converting negative experiences into opportunities for customers to become advocates of the company through excellent service recovery.

• External Mediation:

 Represent the company at external meetings, negotiations, or mediation sessions when required to address customer issues that have escalated beyond initial resolutions.

 Act as a diplomatic liaison between the company and dissatisfied customers to reach mutually beneficial agreements.

• Customer Satisfaction Analysis:

 Conduct thorough analysis of customer satisfaction data, including surveys and feedback, to identify recurring issues and trends.

 Collaborate with cross-functional teams to develop and implement improvements that enhance overall customer satisfaction.

• Documentation and Reporting:

 Maintain detailed records of customer complaints, resolutions, and actions taken.

 Generate regular reports summarizing complaint data and key performance indicators for management review.

• Training and Education:

 Provide training and guidance to customer service and support teams on effective complaint resolution techniques.

 Educate colleagues about best practices for proactive customer communication and complaint avoidance. 

Qualifications:

• Bachelor's degree in communication, business, or a related field.
• Proven experience in customer complaint management, customer service, incident management, or a similar role.
• Strong communication and interpersonal skills, with an emphasis on empathy and active listening.
• Exceptional problem-solving abilities and the capacity to remain calm under pressure.
• Negotiation and conflict resolution skills.
• Analytical skills to identify patterns and trends in customer feedback.
• Ability to work independently and collaboratively within a team.
• High level of understanding of laws and policies related to e-commerce services is a plus
• Proficiency in English is preferred

Recruitment Process

-Application Review - Phone Interview - Onsite (or Virtual Onsite) Interview – Offer

-The exact nature of the recruitment process may vary according to the specific job and may be changed due to scheduling or other circumstances.

-Interview schedules and the results will be informed to the applicant via the e-mail address submitted at the application stage.

Things to Consider

-This job posting may be closed prior to the stated end date for application if all openings are filled.

-Coupang has the right to rescind an offer of employment if a candidate is found to have submitted false information as part of the application process.

-Coupang does not discriminate against disabled applicants or those with veteran status. We are proud to offer equal opportunities for all applicants.