Bilingual Customer Service Representative – Korean

We are Emma – The Sleep Company. Founded in 2015, we’ve become the world’s largest D2C sleep brand, available in over 35 countries with more than 25 stores across Europe. Recommended by leading consumer associations in EMEA, APAC, and the Americas, we develop the best sleep comfort products that empower our customers to awaken their best every day. 

  

We are looking for a Native Korean Customer Service Freelancer with at least 1 year of experience in e-commerce or customer support environments. This role is critical in ensuring a smooth and positive shopping experience for our Korean-speaking customers across the entire customer journey—from product discovery to post-purchase support.

You will handle customer interactions across multiple platforms, support sales growth, and act as a brand representative in all communications.

Provide pre-sales support:

Respond to product inquiries, availability, pricing, and promotions

Guide customers in selecting the right products

Deliver post-sales support:

Handle order tracking, cancellations, returns, refunds, and exchanges

Resolve complaints related to delivery, product quality, or order issues

Support sales and revenue generation:

Upsell and cross-sell relevant products

Assist in converting inquiries into successful purchases

Manage multi-channel communication:

Email, live chat, and inbound/outbound calls

Marketplace messaging platforms (e.g., Shopee, Lazada, Coupang, Naver Smart Store)

Social commerce channels if applicable

Perform order management tasks:

Order creation, modification, and verification

Coordinate with fulfillment and logistics teams for timely delivery

Maintain accurate records in CRM and e-commerce systems (e.g., Shopify, Zendesk, Freshdesk)

Monitor and respond to customer reviews and ratings on marketplaces

Escalate complex issues and collaborate with internal teams (logistics, warehouse, product, payments)

Ensure compliance with brand voice, tone, and service standards

Native-level fluency in Korean (written and spoken)

Proficient in English for internal coordination

Minimum 1 year of customer service experience, preferably in e-commerce or online retail

Experience handling marketplace platforms (Coupang, Naver, Shopee, Lazada, etc.) is highly preferred

Familiarity with order management systems, CRMs, and ticketing tools

Strong understanding of e-commerce workflows (order lifecycle, returns, refunds, logistics)