Customer Service Specialist

Summary

Join Coupang Taiwan as a Customer Service Specialist and contribute to our exceptional customer experience. Manage SOPs, support outsourced agents, and resolve complex service issues. Act as a key contact for user inquiries, ensuring accurate communication and coordination across teams. Identify process gaps and drive continuous improvement. This role requires native-level Chinese proficiency, Korean proficiency (TOPIK Level 5 or above), and basic English. Experience in customer service, especially phone support, is essential. Remote work is allowed after initial in-office training.

Requirements

• 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

Responsibilities

• 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

Preferred Qualifications

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

Benefits

• Remote work allowed after training (location flexibility for candidates outside New Taipei or Taipei)
• Night shift allowance