쿠팡 대만에서 고객 서비스 품질 보증 및 티켓 관리를 담당할 전문가를 모집합니다. 고객 서비스 운영 경력 2~3년이 필수이며, 데이터 분석을 통한 프로세스 개선 및 SLA 관리가 핵심 업무입니다. 교대 근무가 가능해야 하며, 품질 보증(QA) 경험자를 우대합니다. 쿠팡의 대만 시장 확장을 함께 이끌어갈 분석적이고 문제 해결 능력이 뛰어난 인재를 찾습니다.
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?”
We are looking for a CS Ticket Management Specialist to lead our service quality assurance efforts. Beyond standard monitoring, this role is responsible for architecting service efficiency through high-level ticket auditing and strategic oversight. You will drive operational excellence by diagnosing systemic bottlenecks, optimizing cross-functional workflows, and ensuring our front-line teams are empowered with sophisticated resources and professional mastery. The ideal candidate is an analytical problem-solver committed to elevating the standard of customer service excellence.
1. Performance Governance & SLA Stewardship: Establish and oversee rigorous performance governance frameworks, conducting deep-dive audits to ensure consistent adherence to high-stakes Service Level Agreements (SLAs) and operational benchmarks.
2. Quality Assurance & Brand Integrity: Uphold brand integrity by validating the precision and professional caliber of service interactions, ensuring all front-line outputs reflect the company's excellence and technical authority.
3. Process Engineering & Operational Scalability: Leverage data analytics to diagnose systemic bottlenecks and engineer scalable workflows that maximize internal efficiency and accelerate seamless service delivery.
4. Knowledge Architecture & Skill Empowerment: Strategically optimize the internal knowledge base and provide actionable insights to ensure front-line teams are equipped with precise information and the expertise to resolve complex inquiries independently.
5. Risk Mitigation & Compliance Leadership: Mitigate organizational risk by leading the audit of high-sensitivity cases, enforcing strict compliance with internal policies while fostering a culture of accountability and service excellence.
Relevant Customer Service Experience: 2-3 years of experience in Customer Service or Support operations.
A deep understanding of front-line service dynamics and customer pain points is essential.
This role requires flexibility to work rotating shifts, including weekends (five days per week). Morning shift: 7:00 AM – 4:00 PM / Afternoon/Evening shift: 1:00 PM – 10:00 PM
Experience in Quality Assurance (QA)
Highly adaptive to fast-paced environments, with a proven ability to independently acquire new knowledge and skills.
