"CS at RSQUARE DESIGN is not just about being kind; it is a new paradigm of client management driven by data, execution, and communication."
Jun-won Choi, who joined RSQUARE DESIGN in 2019, is a management expert with 17 years of experience overseeing real estate, leasing, and interior operations at a major law firm. Having designed the CS team not merely as an "A/S unit" but as an "organization that manages trust," Team Leader Choi views customer service as a competitive edge proven through data and execution, rather than a matter of mere sincerity.
Jun-won Choi, Head of Customer Service Team at RSQUARE DESIGN
Q. Please introduce your role and what motivated you to join RSQUARE DESIGN.
Jun-won Choi: I joined RSQUARE DESIGN in April 2019 and currently lead the Customer Service (CS) Team. Previously, I spent many years at a large law firm gaining experience in real estate lease management, asset management (AM/PM/FM), and overall interior operations.
I was strongly drawn to the company's vision of "creating a structure that takes responsibility even after completion," and I felt my experience could contribute significantly to that process.
Q. What exactly does the Customer Service Team do?
Jun-won Choi: Simply put, the CS Team is an organization that manages everything after completion. We handle inconveniences, defects, and communication issues that arise during actual use after the construction phase is over. Responding to defects has become the basic standard; we have now entered the stage of creating a structure where the connection with the client is never severed. Thanks to this approach, our CS satisfaction score has never dropped below 4.93, earning us profound trust from our clients.
Q. We heard your team utilizes "data." What kind of data do you collect besides satisfaction scores?
Jun-won Choi: The "data" we refer to isn't just a simple satisfaction rating. We conduct separate surveys at the 1-month, 6-month, and 1-year marks post-completion. We meticulously record what types of defects occur, when they are reported, how they are handled, the duration of the fix, and whether they recur. After accumulating three years of data, common patterns began to emerge.
By building a CS system capable of explanation, prediction, and improvement based on data—such as which processes have recurring issues or specific risk types per project—we can now derive solutions much faster. Our team has built an extensive database to support this.
Jun-won Choi, Head of Customer Service Team at RSQUARE DESIGN
Q. What are the core competencies required for a CS professional?
Jun-won Choi: I prioritize two things. First is communication. Service quality improves only when internal communication between design, marketing, construction, and CS is streamlined, in addition to client communication. Second is the attitude toward handling money and resources. Mutual trust is maintained only when there is a standard that treats both client costs and company resources (including partners) with gravity.
When forming this team, I carefully selected "aces" who possess a professional sense of consideration based on a positive service mindset, and everyone is currently creating successful synergy.
Q. You mentioned making RSQUARE DESIGN’s CS the "industry standard." What is the future direction for your team?
Jun-won Choi: CS scores are just beginning to be considered in bidding processes, and the industry still lacks clear standards for customer service. My goal is to make the term "RSQUARE DESIGN CS Team" a mark of excellence that the industry admires.
It is a common problem in the architecture and interior industry for responsiveness to wane after completion despite doing one's best during construction. Ultimately, I want the market to recognize that customer service is not just "nice to have," but a "standard that determines competitive survival." I want to create a structure where CS becomes the benchmark for client evaluation and trust.
'Moving customer service from the realm of kindness to the realm of data, execution, and communication.'
Jun-won Choi’s story demonstrates that RSQUARE DESIGN’s CS Team is going beyond a "reactive unit" to establish the very standard of CS in the architecture and interior industry.
Jun-won Choi, Head of CS Team at RSQUARE DESIGN —
"RSQUARE DESIGN's CS is not simple kindness; it is proven through data and high-speed execution."
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"CS at RSQUARE DESIGN is not just about being kind; it is a new paradigm of client management driven by data, execution, and communication."
Jun-won Choi, who joined RSQUARE DESIGN in 2019, is a management expert with 17 years of experience overseeing real estate, leasing, and interior operations at a major law firm. Having designed the CS team not merely as an "A/S unit" but as an "organization that manages trust," Team Leader Choi views customer service as a competitive edge proven through data and execution, rather than a matter of mere sincerity.
Jun-won Choi, Head of Customer Service Team at RSQUARE DESIGN
Q. Please introduce your role and what motivated you to join RSQUARE DESIGN.
Jun-won Choi: I joined RSQUARE DESIGN in April 2019 and currently lead the Customer Service (CS) Team. Previously, I spent many years at a large law firm gaining experience in real estate lease management, asset management (AM/PM/FM), and overall interior operations.
I was strongly drawn to the company's vision of "creating a structure that takes responsibility even after completion," and I felt my experience could contribute significantly to that process.
Q. What exactly does the Customer Service Team do?
Jun-won Choi: Simply put, the CS Team is an organization that manages everything after completion. We handle inconveniences, defects, and communication issues that arise during actual use after the construction phase is over. Responding to defects has become the basic standard; we have now entered the stage of creating a structure where the connection with the client is never severed. Thanks to this approach, our CS satisfaction score has never dropped below 4.93, earning us profound trust from our clients.
Q. We heard your team utilizes "data." What kind of data do you collect besides satisfaction scores?
Jun-won Choi: The "data" we refer to isn't just a simple satisfaction rating. We conduct separate surveys at the 1-month, 6-month, and 1-year marks post-completion. We meticulously record what types of defects occur, when they are reported, how they are handled, the duration of the fix, and whether they recur. After accumulating three years of data, common patterns began to emerge.
By building a CS system capable of explanation, prediction, and improvement based on data—such as which processes have recurring issues or specific risk types per project—we can now derive solutions much faster. Our team has built an extensive database to support this.
Jun-won Choi, Head of Customer Service Team at RSQUARE DESIGN
Q. What are the core competencies required for a CS professional?
Jun-won Choi: I prioritize two things. First is communication. Service quality improves only when internal communication between design, marketing, construction, and CS is streamlined, in addition to client communication. Second is the attitude toward handling money and resources. Mutual trust is maintained only when there is a standard that treats both client costs and company resources (including partners) with gravity.
When forming this team, I carefully selected "aces" who possess a professional sense of consideration based on a positive service mindset, and everyone is currently creating successful synergy.
Q. You mentioned making RSQUARE DESIGN’s CS the "industry standard." What is the future direction for your team?
Jun-won Choi: CS scores are just beginning to be considered in bidding processes, and the industry still lacks clear standards for customer service. My goal is to make the term "RSQUARE DESIGN CS Team" a mark of excellence that the industry admires.
It is a common problem in the architecture and interior industry for responsiveness to wane after completion despite doing one's best during construction. Ultimately, I want the market to recognize that customer service is not just "nice to have," but a "standard that determines competitive survival." I want to create a structure where CS becomes the benchmark for client evaluation and trust.
'Moving customer service from the realm of kindness to the realm of data, execution, and communication.'
Jun-won Choi’s story demonstrates that RSQUARE DESIGN’s CS Team is going beyond a "reactive unit" to establish the very standard of CS in the architecture and interior industry.
Jun-won Choi, Head of CS Team at RSQUARE DESIGN —
"RSQUARE DESIGN's CS is not simple kindness; it is proven through data and high-speed execution."