Customer Service Senior Specialist

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?"

Position : Customer Service Senior Specialist (Customer Issue Operation team)

Our team plays a crucial role in enhancing the customer experience by analyzing inquiries received through the Customer Service Center. We identify the issues and challenges faced by our users, collaborate with relevant departments to resolve them, and go beyond problem-solving by organizing and analyzing consultation data. Based on these insights, we propose system improvements and development suggestions to internal teams, aiming to elevate both the shopping experience and customer satisfaction.

What will you do?

• Serve as an internal liaison between departments to coordinate and facilitate the resolution of customer issues. This role focuses on aligning internal teams and streamlining communication to ensure timely and effective problem-solving.
• Manage and handle incident issue related communications and arrangements, addressing situations that may pose PR risks or lead to a high volume of customer complaints.
• Support internal team management and providing solutions for exceptional cases reported by team members.
• Organize and analyze customer complaint data to identify trends and areas for improvement. Propose enhancements to workflows and system functionalities, and collaborate with relevant teams to establish optimized processes.

Essential Qualifications

• Proficiency in Mandarin, English, and Korean; fluent communication and participation in meetings in either English or Korean is required.
• Proven experience in project management or participation in cross-functional projects.
• Ability to work effectively in a fast-paced environment and adapt quickly to changing situations.
• Detail-oriented with strong problem-solving and crisis management skills.
• Excellent communication and interpersonal skills, with the ability to collaborate effectively with internal teams and stakeholders.

Preferred Skills

• Experience in team or people management.
• Background in e-commerce operations or platforms.
• Customer service experience, especially in a contact center or similar environment.
• Experience in data analysis and the ability to derive insights to support decision-making.

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.

Things 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.