Customer Experience Associate

[Position] Customer Experience Associate

[

Employment Type

] Full-Time, Hourly, Non-Exempt

[Pay Range] $23-$28 / Hourly

Benefits: 401(k) with Company Match, Employee Discount Program, Lifestyle Allowance, Mobile Phone Plan Reimbursement, Comprehensive Health/Dental/Vision/Life Insurance, Generous Paid Time Off

CJ OLIVE YOUNG introduced the first Korean health and beauty store in 1999, pioneering the industry and becoming Korea’s No. 1 Health & Beauty Store. With over 1,400 stores across Korea and a global network reaching 150 countries, OLIVE YOUNG is now evolving into a Global Lifestyle Platform that brings the best of beauty and health to customers worldwide.

CJ OLIVE YOUNG USA, Inc. is a dynamic and fast-growing beauty retailer in the U.S. As we expand, we are also curating a selection of local U.S. beauty brands, bringing innovative and high-quality products to our customers.

We are seeking a Customer Experience (CX) Associate to support customer service operations and enhance the overall customer experience across online and offline retail channels.

This role will support day-to-day customer service operations, conduct quality assurance, handle delivery and store-related customer issues, and manage customer feedback and satisfaction data. The ideal candidate is customer-focused, detail-oriented,
able to exercise sound judgment in handling various customer cases, and able to collaborate effectively with internal teams and external partners in a fast-paced retail environment.

• Manage customer service operations across online and offline retail channels
  , ensuring consistent and timely customer support.
• Support day-to-day customer service operations by responding to agent inquiries and providing guidance based on established policies and processes,
  while exercising judgment to determine appropriate responses based on the circumstances of each case.
• Support CX process development and improvement by identifying recurring customer issues and helping maintain customer service guidelines and operational processes,
  including recommending improvements where existing guidelines do not sufficiently address recurring or new cases.
• Conduct customer service quality assurance through regular sampling and review of customer interactions, and follow up on errors or necessary corrections.
• Handle delivery and payment-related exceptions
  , including lost or stolen packages, potentially fraudulent transactions, and chargeback cases,
  and determine appropriate next steps or escalation based on the nature and risk of each case.
• Support store and offline customer service by working closely with Store Teams to resolve customer issues and coordinate customer compensation when needed,
  using judgment within established guidelines.
• Manage customer survey and satisfaction data
  ,identify areas for improvement based on customer feedback.
• Collaborate with internal teams and external partners to resolve customer issues and support consistent customer experiences across channels.

• Bachelor’s degree in Business, Marketing, Communications, Retail Management, or a related field
• 2+ years of experience in customer experience, customer service, or retail operations, preferably in the beauty industry
• Strong problem-solving and communication skills, with a customer-first mindset
• Ability to analyze data and implement customer-centric solutions
• Experience working with customer experience management tools and service platforms
• Ability to multitask and work in a fast-paced retail environment
• Working knowledge of consumer protection requirements relevant to customer service, with the ability to identify potential concerns and elevate them appropriately.

• Experience in beauty, cosmetics,…