| :: CS Manager :: | |
| Company Introduction | 글로벌 스포츠 브랜드 기업 |
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| Job Description | 1. Best-in-Class Customer Service (Ecommerce + Retail Stores + Repair/After-service) • Deliver a best-in-class customer service experience across ecommerce, retail stores, and repair/after-service channels for Korea customers. • Manage all customer service operations, ensuring that every inquiry—via phone, email, chat, social, store escalations, and repair requests—is handled promptly and with exceptional quality. • Lead and oversee the 3rd-party CS vendor, including retail store CS support and repair center coordination, ensuring consistent service levels across all touchpoints. • Liaise closely with internal teams (commercial, Ecom, Merchandising) to ensure timely information flow and seamless resolution of customer issues. • Oversee the order administration process to ensure accurate and efficient data flow between systems, minimizing delays or order failures. • Develop and manage strong working relationships with CS center, Repair vendor, and internal stakeholders. • Regularly review and refine 3rd‑party service level agreements to ensure they remain aligned with evolving business needs across Ecom, Retail, and Repair. • Work with global and local teams to deliver comprehensive product and service training for all CS agents, including retail CS escalations and repair-related knowledge. 2. Service Improvement & Cross‑channel Experience Enhancement • Understand the full end-to-end customer journey and identify opportunities to improve operational efficiency and customer satisfaction. • Establish and continuously refine SOPs for all CS processes, collaborating closely with 3PL • Analyze customer pain points—including purchase barriers, store experience issues, and repair service challenges—and provide actionable insights to improve conversion, loyalty, and NPS. • Lead the development of a unified customer insight and VOC feedback loop, covering all Korea channels. 3. Financial Ownership |
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| Job Requirement | • 8–10 years of CS (Customer Service) experience, including Sports/Fashion retail or ecommerce industry background. • Proven track record managing third-party service centers. • Business level English, able to communicate with global teams and external vendors. • Customer focused with strong customer service and people management skill • Strategic thinker with strong planning and analytical skills |
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| Location | 서울 | Degree Level | 대졸이상 |
| Career Level | [과장급] | ||
| No. of Recruitment | 1 | ||
| Salary | 협의 | ||
| Required Document | 영어 이력서 | ||
| Others | - 원서 마감후 1차(서류) 합격자에 한하여 개별연락 - 해외여행에 결격 사유가 없는 자 - 이력서에 연락처, 희망연봉 게재 |
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| Contact/Inquiry | 남정아 / 상무 02-6281- 5009 janam@nterway.com |
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