Customer Experience Specialist (Korean Speaking)

Collect and analyze customer feedback and Voice of Customer (VOC) across multiple channels and map insights throughout the Customer Experience Lifecycle. Identify opportunities to improve products and processes at each stage of the customer journey, while supporting communication and documentation with partners and customers.

Key Responsibility:

1.Korean and Local Customer Support

• Support customers through multiple channels, including providing information, consultation, and handling customer complaints via hotline, email, and other designated communication channels in accordance with established procedures.

2. Voice of Customer (VOC)

• Build and operate a VOC collection system, including CSAT, NPS, CES, and post-transaction/post-customer-service surveys.
• Analyze quantitative and qualitative data to identify customer pain points and root causes at each touchpoint.
• Prepare periodic VOC reports (weekly/monthly/quarterly) for the Board of Management and relevant departments, including Product, IT, and Operations.
• Recommend process and feature improvements based on customer insights; monitor implementation and measure post-improvement effectiveness.
• Collaborate with the Solution & System team to translate customer feedback into system/app requirements.
• Benchmark customer experience against competitors in the securities industry.

3. Customer Experience Life circle (CX)

• Develop Customer Journey Maps for each stage: Awareness → Onboarding → Activation → Engagement → Retention → Loyalty/Advocacy → Win-back.
• Identify key touchpoints and Moments of Truth at each stage (e.g., first-time deposit, margin call, customer complaint).
• Measure customer experience at each journey stage using CSAT/NPS/CES, rather than relying solely on overall experience metrics.
• Identify customer journey drop-off points and recommend appropriate interventions.
• Develop customer personas (e.g., new investors, active traders, VIP customers) as a foundation for experience design

Candidate Requirements:

• Bachelor's degree in Economics, Finance, Business Administration, Statistics, or a related field.
• At least 2 years of experience in Customer Service, VOC, CX, Data Analysis, or a related role. Experience in the financial services, securities, or banking industry is preferred.
• Mandatory – Korean: TOPIK Level 4 or above (or equivalent), with the ability to read, write, and communicate effectively in Korean for business purposes.
• Proficient in Microsoft Excel; knowledge of Power BI is an advantage.
• Strong analytical thinking with the ability to prepare reports and present customer insights clearly and persuasively.
• Basic knowledge of securities business operations and trading processes is an advantage.
• Knowledge or certification in CCXP (Certified Customer Experience Professional) is an advantage. Candidates with knowledge of or training in Journey Mapping, Service Design, or Design Thinking are also preferred.
• Strong communication and cross-functional collaboration skills, with a customer-centric mindset and an ability to view processes from an end-to-end perspective.