[이커머스/고객지원] CS Senior Specialist

A global travel and hospitality platform is looking for a CS Senior Specialist. The chosen candidate will manage complex and sensitive customer cases, ensuring timely resolutions through strong judgment, clear communication, and cross-functional collaboration.

Responsibilities:

• Interact with customers and community members through all current and future channels, both within and outside company tools
• Take end-to-end ownership of assigned cases, ensuring complete resolution based on workflows, management guidelines, and sound judgment
• Explain and simplify complex information, provide appropriate context, and confidently address complex questions
• Negotiate and mediate between Host and Guest to resolve issues involving high-stakes and high-value reservations
• Proactively anticipate user expectations regarding case resolution and work toward the best possible outcome for all parties involved
• Manage highly sensitive cases end-to-end, including cross-functional collaboration with Legal, Policy, and other teams
• Support the simplification of complex processes and ways of working within the team
• Support management initiatives such as performance improvement efforts, consultations, and SME responsibilities

Requirements:

• More than 5 years of relevant experience in multicultural customer service teams, hospitality industry is preferred (experience with high-profile and influential clientele is preferred) and in a role making calls and handling customer/client contacts
• Experience engaging with executive-level stakeholders, and demonstrated ability to explain complex ideas simply and clearly
• Advanced computer skills, including Apple/Mac OS, Google Suite, and familiarity with CRM systems
• Excellent interpersonal and communication skills
• Proficient in Korean and English

Preferred Requirements:

• Hospitality experience (hospitality platforms)
• Prior experience using phone, messaging, or live chat to interact with users or customers

About the Company:

This well-known company provides an online hospitality marketplace that serves hundreds of countries worldwide. With hundreds of millions of users and thousands of global employees, this rapidly growing company provides an excellent opportunity at any stage of one’s career.

Keywords:

고객 서비스, 지원, 여행, 환대, 디지털, 글로벌

Job Ref: JVIGFQ