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Bilingual Customer Service Representative – Korean

2 weeks, 4 days ago
Philippines
Full-time
Entry Level
Customer Support
Customer and Technical Support
CRM E-commerce Shopify
Apply Now
Emma

Emma

Emma is an award-winning sleep company that offers a range of premium mattresses, bed frames, toppers, and pillows catered to all sleepers. With a 200-night trial, 10-year guarantee, free delivery & returns, and mattress removal service, Emma provides ...

Specialty Retail
View All Jobs 6

Description

  • Respond to pre-sales customer inquiries about products, availability, pricing, and promotions.
  • Guide customers in selecting the right products and support conversion into purchases.
  • Handle post-sales support including tracking, cancellations, returns, refunds, and exchanges.
  • Resolve customer complaints related to delivery, product quality, and order issues.
  • Support sales growth through upselling and cross-selling relevant products.
  • Manage customer communication across email, live chat, inbound and outbound calls, and marketplace messaging channels.
  • Perform order management tasks such as creation, modification, and verification.
  • Coordinate with fulfillment, logistics, warehouse, product, and payments teams to resolve issues and ensure timely delivery.
  • Maintain accurate customer records in CRM and e-commerce systems and monitor marketplace reviews and ratings.
  • Escalate complex issues and ensure service delivery aligns with brand voice, tone, and standards.

Requirements

  • Native-level fluency in Korean, both written and spoken.
  • Proficient English communication skills for internal coordination.
  • At least 1 year of customer service experience, preferably in e-commerce or online retail.
  • Experience handling marketplace platforms such as Coupang, Naver Smart Store, Shopee, or Lazada is highly preferred.
  • Familiarity with order management systems, CRMs, and ticketing tools such as Shopify, Zendesk, or Freshdesk.
  • Strong understanding of e-commerce workflows, including the order lifecycle, returns, refunds, and logistics.
  • Reliable high-speed internet connection.
  • Quiet, professional workspace suitable for calls.
  • Availability to work shifts aligned with Korean market hours, including weekends and holidays as needed.
  • Ability to meet KPIs and service level agreements.

Benefits

  • Remote full-time fixed-term contract.
  • Opportunity to work for a global, fast-growing D2C sleep brand operating in 35+ countries.
  • Collaborative, diverse, and international team environment.
  • Hands-on experience, mentorship, and continuous learning opportunities.
  • Equal-opportunity employer committed to inclusion and diversity.
  • Use of AI tools in parts of the hiring process, with final hiring decisions made by humans.

Interested in this position?

Apply directly on the company website

Apply Now

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