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.

- 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.

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