Ready to lead, disrupt and reinvent the sleep industry?
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.
At Emma, we are a community of smart, driven people, united by a strong culture of collaboration, teamwork, and knowledge sharing. We think big, take ownership, and are empowered to drive meaningful impact. Through hands-on experience, mentorship, and continuous learning, we drive our own growth and learning. With Emmies from over 60 nationalities and offices across multiple regions, our diverse perspectives enrich our workplace culture. Ready to shape the future of sleep with us? Let’s make it happen!
What You'll Do
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
Performance Metrics
Customer Satisfaction Score (CSAT)
First Response Time (FRT)
Resolution Time
Order Accuracy Rate
Return/Refund Handling Efficiency
Sales Conversion Rate
Who We're Looking For
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)