Customer Service Manager
2 weeks ago
Coupang 正在重新構想購物體驗,目標是讓每位顧客從打開Coupang 應用程式起至訂單送達家門的每一刻都驚嘆不已。
我們在台灣的包括「火箭速配」,以實惠的價格為多種精選商品提供隔日到貨服務。「火箭跨境」供應來自韓國、美國等地數百萬種暢銷商品,並提供國際速配服務。
我們正在尋覓人才協助我們帶領 Coupang 台灣拓展業務。這是個難得的機會,一同參與 Coupang 在台灣的成長,打造一個讓我們的顧客自問「沒有 Coupang,我該怎麼生活?」的世界。
職務概覽
我們正在尋找一位經驗豐富、目標導向的 Customer Service Manager,負責直接管理內部客服專員團隊(約 30–50 人)。此角色是客服營運穩定與效率的關鍵推動者,需具備大型客服團隊管理經驗,並能靈活應對快速變動的業務需求。
-團隊管理與營運執行
- 負責客服團隊每日營運管理,包含人員出缺勤管理、排班安排、工時控管。
- 定期檢視並優化人力配置,以達成營運效率與服務品質目標。
- 協助新進人員訓練與既有人員技能提升,建立團隊專業能力。
-績效與目標導向
- 監督客服團隊的日常表現,並定期進行績效評估、回饋與發展對話。
- 與上級共同設定營運目標(如:回應率、解決率、滿意度等),推動團隊達標。
-跨部門協作
- 與訓練、流程改善、QA 等單位密切合作,確保客服標準與制度落地執行。
- 支援專案推動與臨時任務,靈活調整人力與資源。
招募條件
- 具 5 年以上客戶服務經驗,其中至少 2 年以上中大型客服團隊管理經驗(30 人以上)。
- 熟悉人員排班、出勤與績效管理流程。
- 具備優秀的跨部門溝通能力,能協調多方資源。
- 抗壓性高,具備快速適應變動與處理突發狀況的能力。
- 以數據為導向,善於觀察指標、找出問題與提出解方。
加分條件
- 有客服自動化、流程優化或大型活動期間支援經驗者尤佳。
- 熟悉 Zendesk 或其他客服系統。
- 具備英語溝通能力佳者加分(視團隊國際合作需求而定)。
招募流程
- 申請資格審核 – 電話面試 – 現場(或線上面對面)面試 – 錄取通知
- 招募流程實況可能因職缺而異,亦可能因為時程安排或其他原因變動
- 將透過應徵者在申請階段提供的電子郵件,告知面試時程和結果
注意事項
- 若所有職缺皆招募完成,本公告可能在所示截止日期前關閉
- 若應徵者在申請過程中提供假造資訊,酷澎有權收回錄取通知
- 酷澎不會歧視殘障人士或退伍軍人,對所有應徵者都提供平等的競爭機會
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