Complaint Experince Management Sr.Specialist (TW Complaint Experience Management)
Core
Lead and execute company-wide complaint and escalation experience strategies to improve customer satisfaction, loyalty, and brand trust for Coupang Taiwan.
Role type
Senior Complaint Experience Management (CEM) Specialist
Builds
Customer experience metrics, CX dashboards, and actionable improvement plans
Domain
E-commerce / Logistics / Customer Experience
Deliverable
dashboards & analysis
Required skills
Customer journey mapping, CX measurement tools (NPS, CSAT, DSAT), data analysis, incident response, cross-functional collaboration
Preferred skills
Handling complex complaints/escalations, consumer protection cases, e-commerce/logistics experience
Technologies
NPS, CSAT, DSAT
Responsibilities
Analyze and monitor customer experience metrics to identify trends and risks; Represent company in consumer protection meetings; Act as core member of cross-functional incident response initiatives; Consolidate customer feedback to propose improvement plans; Build and maintain CX dashboards and reports
Seniority
Senior, hands-on IC