[리테일/고객서비스] CS Experience Specialist (Contract)

A foreign consumer goods company is looking for a CS Experience Specialist. The selected applicant will drive customer experience improvements, support CS systems and processes, and provide data-driven insights to improve operational performance.

Responsibilities:

• Analyse VOC, customer survey results, order trends, and KPIs to identify areas for improvement
• Develop action plans and coordinate stakeholders to implement CX improvement activities
• Manage CX improvement activities and measure their effectiveness
• Provide first-level support for systems used within the CS team and relevant business processes
• Identify process problems and determine root causes, including training, process design, or system issues
• Create Change Requests and coordinate with BPL, Functional Experts, and other KUs
• Provide end-user support, knowledge transfer, and training for systems and processes
• Follow incident management processes and monitor incidents and system outages
• Provide clear priorities and escalate issues when necessary
• Support end-to-end issue resolution and communicate service updates
• Provide local business knowledge and input for project requirements and business cases
• Identify opportunities to improve business processes and relevant system changes
• Interpret knowledge transfers from central functional experts and assess local impact and risks
• Document process improvement requirements, business background, and expected benefits
• Lead or support process changes to improve operational performance
• Champion new solutions and changes across local sites, suppliers, and operational teams
• Ensure process developments and changes are understood by operational associates
• Analyse KPI and order data to provide insights for operational improvement
• Prepare regular reporting materials and automate reporting processes using BI tools
• Conduct assigned testing activities, including UAT, bug fixes, and regression testing
• Test and validate system fixes before production deployment and coordinate local testing
• Document local processes and maintain SOPs, process flows, and help guides
• Create documentation and how-to guides for new functionalities
• Share knowledge, experience, and best practices with key users and functional experts across sites
• Interface with the Business Process Leader and stay informed on strategic direction and future plans

Requirements:

• Bachelor’s degree or above
• Experience in project management
• Experience in deployment of new systems, solution, or applications
• Background in Change Management
• Advanced level in MS Excel and BI tools
• Strong communication skills
• Business level English

Preferred Requirements:

• IT background

About the Company:

An award-winning international producer of specialised pet food that has a large global footprint. This is a leading company that is continuing to innovate in its field.

Keywords:

고객 지원, 프로젝트 관리, 소비재, 글로벌

Job Ref: AYEHJS