9월 2023 - Present
- Overseeing and optimizing the entire customer journey to ensure seamless and satisfactory experiences for customers
- Analyzing and monitoring tickets, customer reviews, and feedback from social media to identify areas for improvement and implement necessary changes
- Providing insights into customer experiences from competitors and conducting competitor analysis to stay updated on industry trends and customer preferences
- Building and managing the Return Merchandise Authorization (RMA) process for the US, JP, and EU markets, ensuring efficient and effective handling of customer returns and exchanges
- Conducting projects such as focus groups, crowdfunding campaign satisfaction surveys, and user interviews to gain valuable insights and enhance customer experience
- Setting up and maintaining the CRM system, specifically Freshdesk, to manage and track customer interactions and engagements effectively