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Customer Service Manager(TW Contact Center Operations)

Customer Service · Taipei, Taiwan

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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?”         <div> </div> <div>What you'll do:</div> <ul> <li>Act as the primary point of contact between Coupang and the outsourced contact center for seller support operations</li> <li>Design, maintain, and optimize service SOPs and knowledge bases based on seller-facing workflows (e.g. product listing, order issues, payment reconciliation, account status, and policy enforcement)</li> <li>Define, monitor, and drive performance KPIs (e.g. SLA compliance, response accuracy, seller satisfaction, case quality) and lead regular business reviews</li> <li>Ensure training content and delivery meet operational standards and enable front-line agents to provide accurate, consistent support</li> <li>Collaborate cross-functionally with internal teams such as Product, Risk, Finance, Compliance, and System teams to resolve seller issues and improve support flows</li> <li>Analyze VOS (Voice of Seller) and operational data to identify trends and propose actionable improvement plans</li> <li>Support operational change management and implementation of new tools or services (e.g. voice support, self-service, bot handover, or policy/process changes)</li> </ul> <div> Basic Qualifications: <ul> <li>Bachelor’s degree or above</li> <li>5+ years of experience in customer service or operations, with at least 3 years managing outsourced vendor teams</li> <li>Solid understanding of B2B platform operations and merchant service requirements</li> <li>Strong command of key contact center metrics (SLA, CSAT, QA, etc.) and ability to create and interpret performance dashboards</li> <li>Excellent cross-functional collaboration and problem-solving skills</li> <li>Hands-on experience with CRM/ticketing tools (e.g. Zendesk, Salesforce)</li> <li>Proficiency in both English and Mandarin (written and spoken)</li> </ul>   Preferred Qualifications:</div> <div> • Experience in e-commerce, SaaS, marketplace platforms, or supply chain tech • Background in contact center setup, process reengineering, or automation projects • Certifications such as PMP, COPC, Six Sigma, or ITIL are a strong plus</div>   Recruitment Process and Others     Recruitment Process   <ul> <li data-leveltext="" data-font="Symbol" data-listid="29" data-list-defn-props="{"335552541":1,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"multilevel"}" data-aria-posinset="1" data-aria-level="1">Application Review - Phone Interview - Onsite (or Virtual Onsite) Interview – Offer</li> <li data-leveltext="" data-font="Symbol" data-listid="29" data-list-defn-props="{"335552541":1,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"multilevel"}" data-aria-posinset="1" data-aria-level="1">The exact nature of the recruitment process may vary according to the specific job and may be changed due to scheduling or other circumstances.</li> <li data-leveltext="" data-font="Symbol" data-listid="29" data-list-defn-props="{"335552541":1,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"multilevel"}" data-aria-posinset="1" data-aria-level="1">Interview schedules and the results will be informed to the applicant via the e-mail address submitted at the application stage. </li> </ul>   Details to Consider  <ul> <li data-leveltext="" data-font="Symbol" data-listid="30" data-list-defn-props="{"335552541":1,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"multilevel"}" data-aria-posinset="1" data-aria-level="1">This job posting may be closed prior to the stated end date for application if all openings are filled.</li> <li data-leveltext="" data-font="Symbol" data-listid="30" data-list-defn-props="{"335552541":1,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"multilevel"}" data-aria-posinset="1" data-aria-level="1">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.</li> <li data-leveltext="" data-font="Symbol" data-listid="30" data-list-defn-props="{"335552541":1,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"multilevel"}" data-aria-posinset="1" data-aria-level="1">Those eligible for employment protection (recipients of veteran’s benefits, the disabled, etc.) may receive preferential treatment for employment in accordance with applicable laws. </li> </ul>   Privacy Notice  <ul> <li data-leveltext="" data-font="Symbol" data-listid="31" data-list-defn-props="{"335552541":1,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"multilevel"}" data-aria-posinset="1" data-aria-level="1">Your personal information will be collected and managed by Coupang as stated in the Application Privacy Notice located below: <a href="https://www.coupang.jobs/privacy-policy/">https://www.coupang.jobs/privacy-policy/</a> </li> </ul>