CEC Assistant Manager

Consumer Engagement Cener(CEC) Assistant Manager Key Responsibilities 1. Customer Complaint & VOC Management • Manage customer complaints, inquiries, and escalations across online/offline channels. • Analyze VOC (Voice of Customer) trends and identify recurring issues for preventive actions. • Coordinate with QA/QC teams for product-related investigations and CAPA implementation. • Ensure timely and professional communication with customers and business partners. • Prepare complaint analysis reports and monthly KPI dashboards. 2. CS Operations Management • Oversee daily CS operations and workflow management. • Monitor service quality, response accuracy, and SLA compliance. • Develop and improve CS SOPs, work instructions, and operational guidelines. • Manage external CS vendors or outsourcing partners when applicable. • Optimize operational efficiency through process standardization and automation initiatives. 3. Cross-functional Collaboration • Collaborate with Sales, Marketing, SCM, Logistics, and Regulatory teams to resolve customer issues. • Support product recall, quality issue 대응, and crisis management activities. • Participate in new product launch readiness from customer experience and service perspectives. • Escalate critical customer issues and provide risk assessment to management. 4. Data Analysis & Reporting • Analyze CS-related data including complaint rate, return rate, response lead time, and customer satisfaction metrics. • Generate regular reports for management review and business improvement initiatives. • Utilize ERP, CRM, or CS management systems for operational tracking and reporting. 5. Team Leadership & Training • Coach and support CS team members to enhance service capability and professionalism. • Conduct training sessions related to customer handling, product knowledge, and communication skills. • Support performance evaluation and team development initiatives. ⸻ Qualifications • Bachelor’s degree in Business, Cosmetics, Supply Chain, or related field. • 5–8 years of experience in Customer Service, CS Operations, or Customer Experience within cosmetics, FMCG, or related industries. • Strong understanding of cosmetic products, quality issue handling, and customer communication. • Experience in complaint management and cross-functional coordination. • Proficiency in Microsoft Office (Excel, PowerPoint) and ERP/CRM systems. • Strong analytical, communication, and problem-solving skills. • Business-level English communication skills preferred. ⸻ Preferred Qualifications • Experience in global cosmetics or multinational companies. • Knowledge of cosmetic regulations and quality management processes. • Experience handling e-commerce or omnichannel customer service operations. • Experience with KPI management and process improvement projects. ⸻ Key Competencies • Customer-oriented mindset • Leadership and stakeholder management • Crisis management capability • Data-driven decision making • Strong ownership and accountability • Process improvement and operational excellence

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