Job description
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
The Customer Service Specialist is responsible for managing SOPs, supporting outsourced agents, and resolving complex service issues. This role acts as a key contact point for user inquiries, ensuring accurate communication and coordination across teams. It also contributes to service excellence by identifying process gaps and driving continuous improvement.
What You Will Do
1. SOP (Standard Operating Procedure) Management
- Provide feedback and guidance to frontline agents and supervisors on handling errors to improve service quality
- Assist outsourced agents in escalating system-related issues to engineering teams for verification and resolution
- Support resolution of complex cases escalated by frontline agents or supervisors and ensure proper reporting
2. User Contact Window
- Escalate unresolved user inquiries when frontline agents have followed guidelines but cannot resolve the issue; coordinate with relevant departments to ensure timely and accurate responses
- Act as the point of contact for specific user cases reported by internal teams; coordinate agent outreach with appropriate scripts and handling instructions
3. Process Improvement
- Identify inefficiencies or system/process issues through case handling and propose improvements to SOPs
- Enhance workflows for both internal teams and frontline agents to improve operational efficiency and customer experience
Basic Qualifications
- Native-level proficiency in Chinese (spoken and written)
- Basic English communication skills
- Ability to thrive in fast-paced environments with strong adaptability
- High attention to detail and excellent problem-solving skills
- Experience in customer service, especially phone support
- Strong communication and interpersonal skills to engage effectively with customers, team members, and stakeholders
Preferred Qualifications
- Experience in customer service roles
- Background in e-commerce operations
Work Conditions
- Initial two-week in-office training required for all new hires
- Remote work allowed after training (location flexibility for candidates outside New Taipei or Taipei).
- Rotating shift schedule (monthly rotation):
- Day Shift: 07:00–16:00
- Night Shift: 14:00–23:00 (includes night shift allowance)
- Rotating days-off based on shift schedule
Recruitment Process and Others
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.
- Those eligible for employment protection (recipients of veteran’s benefits, the disabled, etc.) may receive preferential treatment for employment in accordance with applicable laws.
Privacy Notice
- Your personal information will be collected and managed by Coupang as stated in the Application Privacy Notice located below:https://www.coupang.jobs/privacy-policy/
