Assistant Manager, Customer Service Counie Operation（一線客服組長）
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?”
職位: Customer Service Specialist (Counie Operations) 一線客服組長
What You Will Do
1. 管理並支援約 15 位一線客服同仁，負責團隊出缺勤安排與人力調度，確保服務品質與工作效率
2. 監督與提升同仁的工作績效、服務品質及專業能力
3. 進行主管回電（處理客戶升級案件、投訴或複雜問題）
4. 即時協助一線同仁處理突發事件，並提供專業建議
5. 參與並推動教育訓練、流程優化及服務改善計劃
Basic Qualifications
1.中文聽說讀寫流利具母語程度，具基本英文讀寫能力
2.具高壓環境下獨立及快速處理問題能力
3.調適能及應變能力佳，邏輯清楚，擅長處理高敏感度或高情緒案件
4.擅長溝通與紀錄整理，能將口頭溝通轉化為文字資料
5.具備團隊責任感
Preferred Qualifications
1.處理高敏感客訴經驗
2.具備客服主管回電經驗
3.電商平台運作經驗
Others
1. 需配合輪班制度（週一至週日/早班 7-16;晚班 14-23;夜班 22-7）
2. 須依排班於不同時段帶班並支援第一線作業
3. 具備穩定網路與安靜工作環境者，可配合公司規劃居家辦公
Recruitment Process and Others
招募流程
申請資格審核 – 電話面試 – 視訊面試 – 錄取通知
招聘流程的確切性質可能會根據具體工作而有所不同，並且可能會因日程安排或其他情況而發生變化
面試時間表和結果將透過電子郵件地址通知應徵人員
需要考慮的事項
如果空缺職位已填補，則此職位發布可能會在規定的申請結束日期之前關閉。
如果發現候選人在申請過程中提交了虛假信息，Coupang 有權撤銷聘用邀請。
Coupang 不歧視殘疾申請人或退伍軍人。 我們很自豪能為所有申請人提供平等的機會。
Privacy Notice
Your personal information will be collected and managed by Coupang as stated in the Application Privacy Notice located below: https://www.coupang.jobs/privacy-policy/
Please complete the attached Internal Transfer Request Form and submit.
Please make sure to apply with your Coupang e-mail address.
Apply To This Job
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?”
職位: Customer Service Specialist (Counie Operations) 一線客服組長
What You Will Do
1. 管理並支援約 15 位一線客服同仁，負責團隊出缺勤安排與人力調度，確保服務品質與工作效率
2. 監督與提升同仁的工作績效、服務品質及專業能力
3. 進行主管回電（處理客戶升級案件、投訴或複雜問題）
4. 即時協助一線同仁處理突發事件，並提供專業建議
5. 參與並推動教育訓練、流程優化及服務改善計劃
Basic Qualifications
1.中文聽說讀寫流利具母語程度，具基本英文讀寫能力
2.具高壓環境下獨立及快速處理問題能力
3.調適能及應變能力佳，邏輯清楚，擅長處理高敏感度或高情緒案件
4.擅長溝通與紀錄整理，能將口頭溝通轉化為文字資料
5.具備團隊責任感
Preferred Qualifications
1.處理高敏感客訴經驗
2.具備客服主管回電經驗
3.電商平台運作經驗
Others
1. 需配合輪班制度（週一至週日/早班 7-16;晚班 14-23;夜班 22-7）
2. 須依排班於不同時段帶班並支援第一線作業
3. 具備穩定網路與安靜工作環境者，可配合公司規劃居家辦公
Recruitment Process and Others
招募流程
申請資格審核 – 電話面試 – 視訊面試 – 錄取通知
招聘流程的確切性質可能會根據具體工作而有所不同，並且可能會因日程安排或其他情況而發生變化
面試時間表和結果將透過電子郵件地址通知應徵人員
需要考慮的事項
如果空缺職位已填補，則此職位發布可能會在規定的申請結束日期之前關閉。
如果發現候選人在申請過程中提交了虛假信息，Coupang 有權撤銷聘用邀請。
Coupang 不歧視殘疾申請人或退伍軍人。 我們很自豪能為所有申請人提供平等的機會。
Privacy Notice
Your personal information will be collected and managed by Coupang as stated in the Application Privacy Notice located below: https://www.coupang.jobs/privacy-policy/
Please complete the attached Internal Transfer Request Form and submit.
Please make sure to apply with your Coupang e-mail address.
Apply To This Job