Sr. Manager, Customer Service
2 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
We are a team focused on customer service operations and BPO performance management, committed to delivering efficient and reliable support experiences. By working closely with outsourced partners and internal stakeholders, we drive KPI success, process improvements, and seamless project execution. Join us to play a key role in enhancing both service quality and operational excellence through effective coordination and insight-driven support.
What You Will Do
Outsourced Customer Service Performance ManagementMonitor and analyze key performance indicators (e.g., AHT, FCR, CSAT) for BPO partners, and provide data-driven suggestions for improvement.Lead regular business reviews with vendors, coordinate on issue resolution, and support project implementation to ensure service quality and cost efficiency.Customer Service Operations Support
Utilize customer service metrics and workforce logic to support scheduling efficiency and operational goal achievement.Collaborate with internal teams (e.g., Process, Training, Systems) to optimize workflows and enhance front-line performance.Process Improvement and Project Participation
Proactively identify areas for improvement in customer support processes and contribute to initiatives such as SOP redesign or automation rollout.Assist in compiling operational reports and case analyses to support decision-making and continuous training enhancements.
Basic Qualifications
8 years of experience in customer service operations or vendor support roles.Experience in managerial roles within customer centers, demonstrating a track record of success.Strong understanding of key KPIs such as AHT, FCR, and CSAT.Excellent communication and coordination skills across internal and external stakeholders.Proficiency in CS tools (e.g., Zendesk) and operational tools such as Excel or internal BI dashboards.Proficient in operating and managing systems and solutions specific to customer center operations.Recruitment Process
Application Review - Phone Interview - Onsite (or Virtual Onsite) Interview – OfferThe 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.Those eligible for employment protection (recipients of veteran's benefits, the disabled, etc.) may receive preferential treatment for employment in accordance with applicable laws.-
Sr. Customer Service Rep
4 days ago
Taipei, Taiwan Danaher Full time NT$540,000 - NT$1,080,000 per yearBring more to life.Are you ready to accelerate your potential and make a real difference within life sciences, diagnostics and biotechnology?At Beckman Coulter Diagnostics, one of Danaher's 15+ operating companies, our work saves lives—and we're all united by a shared commitment to innovate for tangible impact. You'll thrive in a culture of belonging...
-
Sr. Manager, Customer Service
2 days ago
Songshan District, Taipei City, Taiwan Coupang Full time NT$1,200,000 - NT$2,400,000 per yearCompany IntroductionCoupang 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...
-
Sr. Global Product Manager
5 days ago
Taipei, Taipei City, Taiwan Vertiv Full time NT$4,000,000 - NT$8,000,000 per yearJob DescriptionJob SummaryTheGlobal Sr. Product Manager (Liquid Cooling)will be responsible for managing the product offering focused on the development and success in the High Density Liquid Cooling Solution market with a focus on OEM and AI Chip Vendors / Customers. This role will be responsible for supporting the global business growth, coordination with...
-
Principle, Customer Service
2 days ago
Taipei, Taiwan Coupang Internal Full time NT$60,000 - NT$120,000 per yearCompany 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"...
-
Customer Service Specialist
1 week ago
Taipei, Taiwan Coupang Full time NT$40,000 - NT$80,000 per yearCompany 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"...
-
Customer Service Representative
4 days ago
New Taipei, Taiwan Danfoss Full time NT$360,000 - NT$480,000 per yearThe Impact You'll Make As our customer service specialist, you'll play a key role in overall business success by ensuring customer satisfaction, retention, and loyalty.Providing outstanding, and consistent customer experience increases overall customer satisfaction and provide you with collaboration opportunities with different teams and opportunities to...
-
Customer Service Representative
2 weeks ago
Taipei City, Taiwan USANA Health Sciences Full time $70,000 - $120,000 per yearDescriptionWho We Are Looking ForWe are looking for a skilled Customer Service Representative to join our team, servicing USANA's Taiwan-based Brand Partners and customers. We need an enthusiastic individual who can listen to customer service issues and provided solutions to their inquiries and needs. A successful candidate for this role...
-
Customer Service Representative
2 weeks ago
Taipei City, Taiwan USANA Health Sciences Full time NT$30,000 - NT$60,000 per yearDescriptionWho We Are Looking ForWe are looking for a skilled Customer Service Representative to join our team, servicing USANA's Taiwan-based Brand Partners and customers. We need an enthusiastic individual who can listen to customer service issues and provide solutions to their inquiries and needs. A successful candidate for this role...
-
Sr. Technical Program Manager, Ring
1 week ago
Taipei, Taiwan Amazon Full time $104,000 - $130,878 per yearRing is seeking a Senior Technical Program Manager (Sr. TPM) to lead the development of highly scalable software solutions that power Ring cameras, video doorbells, and other security devices.In this role you will work closely with software, science, hardware, and product teams to deliver innovative product experiences to customers around the world.Ideal...
-
Customer Service Manager
2 weeks ago
Songshan District, Taipei City, Taiwan Coupang Full time NT$900,000 - NT$1,200,000 per yearCoupang 正在重新構想購物體驗,目標是讓每位顧客從打開Coupang
