Senior Customer Service Specialist (CS Program Management)

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: Senior Customer Service Specialist (CS Program Management)

To design, establish, and continuously optimize operational processes to enhance efficiency and deliver exceptional customer experiences.

What You Will Do 

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  Process Development and Optimization: Design and refine workflows that align with business goals and improve efficiency. Identify bottlenecks and pain points through data-driven analysis and implement impactful solutions.

  
  


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  Cross-Functional Collaboration: Foster clear and effective communication between CS and other departments to ensure seamless collaboration. Serve as a bridge to align CS initiatives with broader organizational goals.

  
  


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  Data-Driven Decision Making: Create and monitor key metrics, including contact rate, escalation rate, repeat contact rate, handling time, and customer satisfaction. Use data insights to identify optimization opportunities and measure success.

  
  


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  Project Management: Lead cross-functional projects, ensuring timely delivery and alignment with strategic objectives. Manage resources effectively, prioritize tasks, and track progress against project goals.

  
  


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  Innovation and Automation: Drive systematization and automation efforts to reduce manual efforts and improve scalability. Collaborate with technical teams to implement automation tools and solutions.

  
  

Essential Qualifications  

• Require 8 years working experience


• Proven experience in establishing and optimizing large-scale operational processes.


• Strong ability to define and use performance metrics to identify areas for improvement and measure optimization success.


• Ability to thrive in a dynamic, fast-paced environment and manage multiple priorities effectively.

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.