Global CX specialist (JAPAN)

Job Description

[Organization Introduction] Our organization oversees the Customer Experience (CEX) of Musinsa Global Stores, ensuring consistent and reliable service for customers worldwide. We go beyond simply handling customer inquiries. We plan and operate policies, processes, and guidelines to keep pace with the vision and pace of our rapidly expanding global stores. We also design customer experience strategies that reflect the unique characteristics and cultural differences of each market, contributing to the continued growth and expansion of Musinsa Global Stores. [Responsibilities] - Plan, develop, and manage policies and customer response guides for all global services. - Improve consultation guides and processes to provide consistent service across various countries, including Japan. - Update and systematically manage documents, including consultation guides and operation manuals, to ensure consistent application of policies and guidelines in the field. We systematically analyze VOC to diagnose customer inconveniences and derive and propose service improvement insights to enhance the customer experience. We understand the global service operating environment and develop response strategies that take into account market-specific cultural and customer characteristics.

Qualifications

- 5+ years of experience in CX operations, including establishing customer service operation policies and improving customer response processes. - Native-level written and oral communication skills in Japanese (required). - Understand service and operational flow, structure issues, and translate them into actionable policies and procedures. - Possess strong communication skills to collaborate seamlessly with relevant departments and external partners. - Possess analytical and problem-solving skills to quickly identify operational risks and develop solutions.

Preferred

- A strong understanding of e-commerce/fashion/lifestyle platforms - Proficient in using business collaboration tools (Confluence, Jira, etc.) and data analysis tools (Excel, Sheets, etc.) - Experience with VOC-based service planning or improvement projects - Experience with initial design or renewal projects for policy/guideline systems - Ability to clearly set and manage priorities while considering diverse stakeholders and workflows

Etc

Selection Process: Document Screening - First Interview - Second Interview - Compensation Negotiation - Final Acceptance [Application Documents] - Resume (Required) / Portfolio (Optional) (Reference) Resume/Portfolio Writing Tips Your resume/portfolio should include a comprehensive description of the problem definition, problem solving, and achievements, including why the problem needed to be solved, what strategies were employed, and what achievements were achieved. Regardless of the project's success or failure, please ensure your resume demonstrates a high level of understanding of the project so that you can engage in an in-depth discussion with the interviewer during the first interview. (Indicate your contribution to each project.) [Other Information] - This recruitment process is rolling and may close when we have selected highly qualified candidates. - Successful applicants will be subject to a three-month probationary period, during which they will receive 100% salary. - If any false information is discovered in your application, your offer may be revoked even after you have been hired.

Preferred Visas

Benefits