[쿠팡] CS 기획 및 데이터 분석 담당자

Develop CS Handyman (Troubleshooting) service strategies and execute operational plans based on customer inquiry and VOC analysis. Manage counseling KPIs including response rates, resolution rates, and customer satisfaction while monitoring performance metrics. Define problems from a customer perspective to improve operational processes, service efficiency, and satisfaction. Plan and execute projects to enhance counseling quality and operational efficiency, collaborating with relevant departments to drive customer experience improvements. Draft regular service operation indicator reports and continuously refine standard operating policies (SOPs).