[遠端] Customer Service Specialist 客服專員(三線客服)
Core
Escalate and resolve severe customer complaints submitted by first-line agents, optimize internal processes, and improve service quality for Coupang's delivery platforms.
Role type
Senior IC customer service specialist (escalation & process optimization)
Builds
Coupang Taiwan delivery services (Rocket Express & Rocket Cross-border)
Domain
E-commerce / Logistics
Deliverable
client delivery
Required skills
native-level Mandarin, basic English, high-pressure problem solving, process optimization, cross-functional communication, documentation
Preferred skills
experience handling high-sensitivity complaints, prior experience in customer service management calls, e-commerce platform operations
Responsibilities
Review and handle escalated complaints from first-line agents, communicate across departments to optimize workflows, identify system or SOP gaps to improve functionality, provide feedback to enhance first-line service quality, verify first-line agent work and offer timely feedback to boost efficiency
