CX Specialist

Customer Experience Specialist

At CJ Foodville USA, home of TOUS les JOURS, we are more than a place to enjoy pastries and coffee. We are a neighborhood bakery café where warmth, quality, and connection come together through our distinctive K-bakery experience, featuring freshly baked breads, pastries, cakes, and beverages.

As our franchise network continues to grow, we are committed to delivering a consistent and positive experience at every bakery café. We are seeking a customer-focused and highly organized Customer Experience & Satisfaction Specialist to manage customer inquiries, coordinate issue resolution, and help us better understand and respond to customer feedback.

The Customer Experience Specialist is responsible for the day-to-day management of customer inquiries, complaints, compliments, and feedback received through the company's customer service channels.

This position communicates directly with customers, gathers relevant information, documents each case, and coordinates with bakery cafés and internal departments to support timely and appropriate resolutions. The Specialist also tracks recurring concerns, maintains customer service records, and prepares regular reports on customer satisfaction and common experience issues.

This is a hands-on role for someone who is empathetic, detail-oriented, and comfortable managing multiple customer cases in a fast-paced environment. The ideal candidate takes ownership of follow-up, communicates professionally, and remains calm when handling sensitive or escalated concerns.

Essential Duties and Responsibilities

• Monitor designated customer service channels, including email, website submissions, customer surveys, and other feedback platforms.
• Respond to customer questions, complaints, compliments, and requests within established response-time standards.
• Gather the information needed to investigate customer concerns, including bakery location, date and time of visit, purchase details, photographs, receipts, and other relevant documentation.
• Accurately enter, categorize, and maintain customer cases in the company's tracking or ticketing system.
• Coordinate with Operations, Quality Control, Marketing, Digital Experience, Supply Chain, and bakery leadership to research and resolve customer concerns.
• Follow up with internal partners and bakery cafés to keep cases moving toward resolution.
• Prepare clear, empathetic, and accurate customer responses using approved messaging and brand guidelines.
• Escalate food safety, allergen, product quality, employee conduct, legal, security, media, or reputational concerns to the appropriate internal team.
• Communicate approved resolutions, service-recovery options, or next steps to customers.
• Confirm that cases are properly documented and closed once all necessary follow-up has been completed.
• Maintain professional and confidential records of customer interactions.

Customer Satisfaction Tracking and Reporting

• Categorize customer feedback by bakery, issue type, product, channel, and resolution status.
• Maintain accurate trackers for open cases, overdue follow-ups, escalated concerns, and completed resolutions.
• Compile weekly and monthly summaries of customer inquiries, complaint volume, response times, resolution status, and recurring themes.
• Track available customer satisfaction measures, such as survey results, satisfaction scores, or Net Promoter Score.
• Identify repeated concerns or sudden increases in complaints and promptly notify the Director of Communications.
• Provide supporting details and examples to help internal teams understand common customer pain points.
• Assist with customer surveys and other feedback-collection activities.
• Verify the accuracy of customer experience data before reports are distributed.

Customer Communications and Administrative Support

• Maintain and update approved response templates, FAQs, standard operating procedures, contact lists, and escalation guidelines.
• Draft routine customer notices, follow-up messages, FAQs, and other customer-facing materials as assigned.
• Update customer response language when products, promotions, policies, or operational procedures change.
• Proofread customer-facing communications for…