Customer Experience Associate

CJ OLIVE YOUNG USA; Los Angeles (CA); On-site; USD 32,000 - 39,000; Full time

Benefits offered by this job

401(k) match

Employee discount

Lifestyle allowance

Phone reimbursement

Health Insurance

Paid time off

Job summary

CJ OLIVE YOUNG USA is seeking a Customer Experience (CX) Associate to support customer service operations across online and offline channels in a fast-paced beauty retail environment. You will handle inquiries, feedback, and escalation with a customer-first mindset.

The role emphasizes data-driven improvements, QA of interactions, and collaboration with store teams and partners to deliver consistent customer experiences. A Bachelor’s degree and CX-related experience are preferred.

Qualifications

• 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.

Responsibilities

• Manage customer service operations across online and offline channels
• Support day-to-day customer service inquiries and guide responses per policies
• Support CX process development and improvement, identifying recurring issues
• Conduct customer service quality assurance through sampling and follow-ups
• Handle delivery and payment-related exceptions and escalation decisions
• Support store and offline customer service with store teams
• Manage customer survey and satisfaction data for improvements
• Collaborate with internal teams and external partners to ensure consistent customer experiences across channels

Skills

Customer service

Data analysis

Communication

Multitasking

CX tools

Problem solving

Education

Bachelor's degree in related field

Tools

Customer service platforms

Job description

[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

About Us

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.

Job Summary

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 idealcandidate 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.

What You’ll Do

• 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 andimprovement 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.

Qualifications

• 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.

Preferred Qualifications

• Experience in beauty, cosmetics, or skincare retail.


• Familiarity with e-commerce and omni-channel customer service strategies.


• Bilingual in English and Korean is a plus.

Additional Information

• CJ OLIVE YOUNG USA, Inc. will consider for employment all qualified applicants, including those with criminal histories, in a manner consistent with applicable federal, state, and local laws, including the California Fair Chance Act and the City of Los Angeles Fair Chance Initiative for Hiring Ordinance.


• Benefits described herein are subject to the terms and conditions of the applicable benefit plans. The Company reserves the right to modify or terminate its benefit plans at any time, with or without notice, in accordance with applicable law.

Equal Employment Opportunity Statement

CJ OLIVE YOUNG USA, Inc. is an equal opportunity employer committed to creating an inclusive environment for all employees. We believe in hiring with empathy and strive to build a diverse workforce that reflects our community. We do not discriminate based on race, religion, color, national origin, gender, gender identity or expression, sexual orientation, age, genetic information, marital status, veteran status, disability status, or any other characteristic protected by law. All qualified applicants are encouraged to apply and will receive consideration without regard to these factors.