What Does a Customer Support (CS) Role Really Do in Korea?
Your Guide to a Job That’s More Than Just Answering Calls
Introduction
You may think customer service is just answering phones or replying to angry customers. But in today’s digital world—especially in Korea—CS is one of the most strategic, fast-evolving roles in any business.
This post will explain:
- What a CS/고객지원 role actually involves
- Key skills needed
- Where foreign jobseekers fit in
- Why many companies see CS as a growth path
What Is a CS / 고객지원 Job?
“CS” stands for Customer Service, also called 고객지원 or 고객상담 in Korean.
It refers to roles that help customers before, during, or after they use a company’s product or service.
But it’s not just about fixing problems—great CS drives customer satisfaction, loyalty, and brand trust.
Typical Responsibilities
| Category | What You’ll Do |
|---|---|
 Communication |
Respond to calls, chats, emails, reviews |
 Case Management |
Log customer issues in CRM tools (Zendesk, Salesforce) |
 Feedback Analysis |
Track customer trends, suggest improvements |
 Problem Solving |
Coordinate with product, delivery, or tech teams |
 Knowledge Sharing |
Update FAQ pages, help centers, chatbot databases |
 Multilingual Support |
Answer in English/Chinese/Vietnamese etc. |
Where Do CS People Work?
- E-commerce: Coupang, Gmarket, SSG
- Fintech / Apps: Toss, KakaoBank, Musinsa
- Travel / Hospitality: Agoda, Yanolja, Klook
- IT / SaaS: Startups and platform companies
- Logistics: CJ Logistics, DHL, FedEx Korea
Companies that serve global users actively recruit foreigners for multilingual CS.
Real Foreign-Friendly CS Roles
| Language Needed | Role Example |
|---|---|
| English + Korean | Global user support for app users |
| Vietnamese | CS rep for Korean e-commerce to Vietnam |
| Chinese | Complaint handler for Chinese tourists |
| Japanese | Chat-based customer support for travel |
Many CS jobs are chat-based, not phone-heavy—especially in younger companies.
Skills That Matter
| Skill | Why It’s Important |
|---|---|
| Polite, clear communication | Builds trust with angry or confused customers |
| Korean (TOPIK 3+) | Even basic Korean helps with internal reporting |
| CRM Tools (e.g. Zendesk) | Industry standard software for tracking tickets |
| Problem-solving | You’ll coordinate across teams, not just answer scripts |
| Cultural empathy | Understand tone, taboos, and service expectations |
Career Growth: CS Isn’t a Dead-End Job
Many people start in CS and move on to:
- CX (Customer Experience)
- QA/Service Design
- Product Planning
- Operations Manager
- Global Communications / Localization
Korean startups especially value CS feedback to improve product direction.
Sample Interview Question (and Good Answer)
Q: 고객이 화가 나서 항의 전화를 걸면 어떻게 하시겠어요?
A:
“먼저 고객의 입장에서 공감하며 상황을 경청하겠습니다. 이후 정확한 정보를 전달하고, 필요한 경우 팀과 협의하여 빠르게 해결 방안을 제시하겠습니다.”
(I will start by actively listening and showing empathy from the customer’s perspective. Then I’ll provide accurate information and, if necessary, collaborate with the team to solve the issue promptly.)
Final Thoughts
CS is not just a “support” job—it’s the face of the company to the customer.
If you’re patient, multilingual, and good at connecting with people, this is a role where you can truly shine.
And for foreign applicants, CS is one of the most accessible and impactful entry points into Korean companies.
Next Post:
“Common Korean Customer Complaints (VOC) – and How to Respond to Them”
Want a CS role resume template or call/email script pack? Let us know!