Coupang Taiwan] Customer Service Specialist

• 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

• 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

• 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

• Native-level proficiency in Chinese (spoken and written)
• Korean language proficiency (TOPIK Level 5 or above)
• 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

• Experience in customer service roles
• Background in e-commerce operations

• 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):

• 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.

• 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.

• Your personal information will be collected and managed by Coupang as stated in the Application Privacy Notice located below:

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