[LVMH Beauty] Customer Experience Coordinator

Description

The CX Coordinator manages and supports the customer experience across LVMH Beauty Korea’s diverse distribution channels, including Department Stores, Brand.com, and E-concession platforms.

This role is anchored in professional phone support capabilities, while ensuring seamless resolution across email, chatbot, and other digital channels. We are seeking a practical professional with 3–4 years of experience who possesses high proficiency in Salesforce Service Cloud (SFSC) and internal Legacy Systems to optimize operations.

The successful candidate will collaborate effectively with the CX Specialist and Senior Leadership to ensure stable and high-quality CX operations.

Les missions

1) Customer Communication & Issue Resolution

• [Core] Professionally manage and execute customer inquiries across omni-channels, with a primary focus on Phone Support (Inbound/Outbound), as well as Email, Kakao Talk (Chatbot), and e-Retail platforms.
• Address inquiries regarding product information, orders, delivery, and promotions tailored to the specific processes of each channel (Department Stores, Brand.com, E-concession and etc).
• Provide prompt and accurate solutions based on solid product and service knowledge to enhance customer satisfaction.
• Handle customer claims in accordance with internal policies and procedures; ensure timely escalation of complex or sensitive issues to Senior Leadership or relevant departments to minimize risk.
• Structure recurring inquiry types to support FAQ updates and refine response scripts.

2) Risk & Stakeholder Support

• Monitor potential consumer issues that could impact brand reputation or operations and share immediate updates with relevant stakeholders.
• Work closely with the CX Specialist and Senior Leadership to support the resolution of key customer cases and ensure adherence to internal guidelines.
• Identify process inefficiencies and provide practical feedback for improvement from an operational perspective.

3) Operational Support & Administration

• Proactively manage daily CS operational processes, including exchanges, returns, delivery issues, and post-claim follow-ups.
• Understand the data flow between the Global System (SFSC) and Local Legacy Systems, ensuring all consultation history is accurately recorded and documented according to data entry standards.

4) Insight & Reporting Support

• Compile and process customer inquiry and claim data to create insightful reports for Senior Management and relevant departments.
• Analyze VOC (Voice of Customer) to identify key trends and improvement areas for internal sharing.
• Monitor core CX metrics (e.g., NPS) and execute practical action items for metric improvement.

Profil

Experience: 3–4 years of experience in Customer Service (CS) or related operational roles.   Core Competencies: Expertise and high proficiency in Phone Support (Call Handling) and high-difficulty complaint resolution is essential. Strong interpersonal and communication skills to collaborate with various cross-functional teams.   Systems & Tools: Experience with Salesforce Service Cloud (SFSC) is preferred. Operational experience with multi-channel tools (Kakao Chatbot, Email, Telephony systems). Understanding and adaptability regarding corporate internal Legacy Systems and Order Management Systems (OMS).     Channel Understanding: Clear understanding of distribution structures and CS processes for Department Stores, Brand.com, and external partner malls (E-concession).   Language: Business English proficiency required (Capable of understanding global system manuals, email correspondence, and basic written communication; functional usage for work is prioritized over fluency).   Attitude: Proactive and open-minded, with a strong sense of ownership. Organized capability to prioritize and systematically complete tasks in a multi-tasking environment.