Customer Service 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 Overseas" 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 Specialist

• This Customer Service Specialist aims to give BPO Operations Support, deal with System and Process Maintenance, experienced in customer service, operations support, strong cross-functional communication skills and ability to collaborate effectively with external partners.

What will you do?

BPO Operations Support

1. Assist in tracking and consolidating operational KPIs for BPO partners (e.g., AHT, resolution rate, CSAT).


2. Regularly check goal progress with BPO partners and report key issues and improvement suggestions.


3. Collaborate with internal stakeholders and BPO partners to jointly resolve customer-related issues.


4. Follow manager instructions and provide timely updates on case handling progress.


5. Support internal initiatives such as system update communications, training coordination, or process change announcements.

System and Process Maintenance

1. Be familiar with CS system operations; support account access management and basic troubleshooting.


2. Ensure vendor teams adhere to SOPs to improve accuracy and efficiency.

Essential Qualifications:

1. Minimum 1 year of experience in customer service, operations support, or BPO-related roles.


2. Basic understanding of customer service KPIs (such as AHT, FCR, CSAT).


3. Strong cross-functional communication skills and ability to collaborate effectively with external partners.


4. Proficiency in Excel and familiarity with customer service tools (e.g., Zendesk) is a plus.


5. Experience in customer service for e-commerce or startups is a plus.


6. Strong communication and problem-solving skills, with a willingness to learn and adapt to change.

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.