Associate, CS Quality Assurance (Ops Support Agents)

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: Associate, CS Quality Assurance (Ops Support Agents)

Job Overview:
We are hiring Ops Support Agents to join the Andon Operations Team, focusing on escalated customer complaints related to defective or problematic products. Your role is to investigate root causes, stop sales of affected items, and drive process improvements to enhance customer experience and product quality.

 What will you do?  

1. Collaborate with cross-functional teams to handle cases involving defective or problematic products, ensuring an improved customer experience. Work closely with warehouse teams to quickly investigate root causes and implement corrective actions to resume product sales.


2. Proactively assess risks related to product issues, make informed decisions, and escalate critical problems when necessary.


3. Review customer feedback from multiple channels daily, conduct in-depth investigations, and propose improvement actions for defective or problematic products.


4. Execute daily operations through project management, meet departmental SLA targets, and use data analysis to identify trends and drive continuous process optimization.

Preferred Qualifications:

1. Proficient in English; Korean language skills are a plus


2. Experience using customer service ticketing systems such as Zendesk


3. Background in e-commerce or logistics industries

Additional Information: This position follows a shift-based schedule.

Recruitment Process 

1. Application Review - Phone Interview - Onsite (or Virtual Onsite) Interview – Offer 


2. The exact nature of the recruitment process may vary according to the specific job and may be changed due to scheduling or other circumstances. 


3. Interview schedules and the results will be informed to the applicant via the e-mail address submitted at the application stage. 

Things to Consider 

1. This job posting may be closed prior to the stated end date for application if all openings are filled. 


2. 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.


3. Coupang does not discriminate against disabled applicants or those with veteran status. We are proud to offer equal opportunities for all applicants.