Senior Customer Service Specialist (三線客服)
Core
Escalate and resolve severe customer complaints submitted by frontline agents, optimizing systems and SOPs to improve service quality.
Role type
Senior Customer Service Specialist (Escalation & Process Optimization)
Builds
Coupang Taiwan's customer support operations and service delivery
Domain
E-commerce / Customer Support
Deliverable
client delivery
Required skills
[Chinese (native fluency), English (basic), high-pressure problem solving, emotional intelligence, logical reasoning, documentation, cross-functional communication]
Preferred skills
[experience handling high-sensitivity complaints, experience with supervisor callback/escalation, e-commerce platform operations]
Responsibilities
[Review and handle escalated severe complaints from frontline agents, Communicate across departments to optimize processes, Identify system or SOP gaps and propose improvements, Provide feedback to frontline agents to enhance efficiency and quality, Translate oral communication into written documentation]
Seniority
Senior, hands-on IC
