Delivering convenience to millions in South Korea
Coupang is a leading e-commerce platform in South Korea, founded in 2010 and headquartered in Seoul. The company serves millions of customers with its fast delivery service, Rocket Delivery, which promises same-day or next-day delivery on a wide range of products. Coupang went public in March 2021, ...
Coupang offers competitive salaries, stock options, generous paid time off, and a flexible remote work policy to support work-life balance....
Coupang fosters a customer-centric culture, emphasizing speed and efficiency in its operations. The company values innovation and encourages employees...
Coupang • Tokyo, Japan
Coupang is hiring a Customer Operations professional to enhance customer service and resolve escalated inquiries. You'll work closely with various departments to improve processes and ensure a high-quality customer experience in Tokyo.
You have over two years of experience in customer service, contact center operations, or emergency response management, demonstrating your ability to handle customer inquiries effectively. You are fluent in Japanese and possess strong analytical and problem-solving skills, allowing you to identify and address recurring issues efficiently. If you also have business-level proficiency in Korean, that would be a plus. You are flexible with your work schedule, available to work shifts including weekends from 1 PM to 10 PM, and you thrive in a fast-paced environment where you can make a significant impact.
In this role, you will be responsible for reviewing escalated inquiries and issues from the call center, collaborating with relevant departments to resolve them swiftly. You will analyze recurring inquiries to identify root causes and improve manuals, guides, and processes to prevent future occurrences. Monitoring call recordings and response logs will be part of your duties, as you will need to provide feedback on any inaccuracies or inappropriate responses. You will also be tasked with correcting and supplementing response standards that may lead to quality issues, ensuring that all customer interactions meet high standards. In the event of urgent disruptions or operational issues, you will be expected to share information immediately and follow up until resolution. You will proactively identify inconveniences and potential problems in the field, sharing insights with relevant departments to maintain a rapid response system and prevent issues before they escalate.
At Coupang, we are committed to delivering a ‘wow experience’ to our customers and transforming the food delivery industry in Japan. By joining our team, you will have the opportunity to lead innovation and take initiative in a supportive environment. We value agility and boldness in our employees, encouraging you to contribute to our mission of providing exceptional service. You will be part of a dynamic team that is dedicated to pioneering new markets and enhancing customer satisfaction.
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