Seller Service Specialist
5 days ago
Company Introduction
Coupang is reimagining the shopping experience with the goal of wowing each customer from the instant they open the Coupang app to the moment an order is delivered to their door.
Our services in Taiwan include "Rocket Delivery" which offers next-day delivery for a wide selection of items at affordable prices, "Rocket Oversea" which offers free international delivery on millions of best-selling products from Korea, the U.S., and beyond.
We are looking for talents to help us lead Coupang's expansion in Taiwan. This is an exceptional opportunity to become a part of Coupang's growth in Taiwan and create a world where our customers wonder, "How did I ever live without Coupang?"
Role Overview
As a Seller Service Specialist, you will play a critical role in enhancing the capabilities of our Seller Support teams by managing escalations and refining operational processes to ensure sellers receive outstanding support. This position aims to improve seller satisfaction and team performance through data-driven strategies and continuous improvement initiatives.
What You Will Do
- Oversee and resolve unresolved Coupang confirmation request compensation cases, ensuring guidance on cases not resolved by Tier 1 agents and providing real-time responses for seller compensation plans.
- Develop and implement efficient processes for handling compensation requests in compliance with policies.
- Enhance escalation processes to improve seller experience and satisfaction.
- Propose and implement policies to optimize seller management and support internal operational efficiency.
- Analyze data and performance metrics to identify operational improvements and streamline workflows.
Basic Qualifications
- 3+ years of experience in Seller Support, Customer Operations, or a related field.
- Excellent analytical, problem-solving, and communication skills.
- Strong verbal and written communication skills with the ability to convey information clearly.
- Proficient in MS Excel, MS Word, and PowerPoint; SQL knowledge is a plus.
- Familiarity with ticketing systems such as Zendesk or Jira is highly preferred.
- Ability to manage diverse tasks and adapt to a fast-paced, dynamic environment.
- Proficient in English; proficiency in Korean is a plus.
Recruitment Process
- Application Review - Phone Interview - Onsite (or Virtual Onsite) Interview – Offer
- The exact nature of the recruitment process may vary according to the specific job and may be changed due to scheduling or other circumstances.
- Interview schedules and the results will be informed to the applicant via the e-mail address submitted at the application stage.
Details to Consider
- This job posting may be closed prior to the stated end date for application if all openings are filled.
- Coupang has the right to rescind an offer of employment if a candidate is found to have submitted false information as part of the application process.
- Coupang does not discriminate against disabled applicants or those with veteran status. - We are proud to offer equal opportunities for all applicants.
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