Incident Manager

Who you are

You have a strong background in managing customer incidents, demonstrating your ability to handle high-risk situations with professionalism and clarity. Your native-level Japanese and fluent English skills enable you to communicate effectively with diverse stakeholders, ensuring that all parties are informed and engaged throughout the resolution process. You possess hands-on experience in addressing complex service issues, particularly those related to safety, compliance, or customer claims, showcasing your problem-solving abilities and sound judgment.

Your emotional intelligence allows you to navigate sensitive situations with empathy, guiding customers through resolution processes while maintaining a focus on delivering exceptional service. You thrive in collaborative environments, working across departments to ensure accurate case documentation and follow-ups, and you are adept at managing a dynamic caseload within tight deadlines and quality standards.

Desirable

Experience in the food delivery or logistics industry would be a plus, as it would provide you with valuable insights into the unique challenges faced in this sector. Familiarity with various communication platforms, including email, phone, and chat, will enhance your ability to gather relevant facts and assess evidence effectively.

What you'll do

In your role as an Incident Manager, you will be responsible for managing a dynamic caseload of high-risk and urgent customer incidents. This involves conducting thorough case investigations across multiple communication platforms, gathering relevant facts, assessing evidence, and offering clear action plans to stakeholders. You will demonstrate strong communication skills and professionalism while guiding customers through resolution processes, ensuring that they feel supported and informed.

Your ability to apply sound judgment and problem-solving skills will be crucial as you identify root causes and propose effective solutions. You will collaborate across departments to ensure accurate case documentation and follow-ups, delivering consistent results within tight deadlines and quality standards. Your role will require you to stay agile and responsive, adapting to the evolving needs of the business and its customers.

What we offer

Coupang is committed to providing a supportive and innovative work environment where employees can thrive. You will have the opportunity to lead initiatives that drive customer satisfaction and contribute to the transformation of the food delivery industry in Japan. We encourage you to apply even if your experience doesn't match every requirement, as we value diverse perspectives and backgrounds. Join us in our mission to deliver a 'wow experience' to customers and be part of a team that is pioneering the future of delivery services in Japan.