Senior Incident Specialist

Who you are

You have a strong background in managing customer incidents, demonstrating exceptional communication skills and professionalism while guiding customers through resolution processes. Your ability to apply sound judgment and emotional intelligence allows you to identify root causes and propose effective solutions. You are fluent in both Japanese and English, enabling you to navigate complex situations with diverse stakeholders. Your experience includes handling complex service issues or conducting investigations related to safety, compliance, or customer claims, showcasing your problem-solving abilities and attention to detail.

What you'll do

In this role, you will manage a dynamic caseload involving high-risk and urgent customer incidents, ensuring that each case is thoroughly investigated across multiple communication platforms such as email, phone, and chat. You will gather relevant facts, assess evidence, and offer clear action plans to stakeholders, delivering consistent results within tight deadlines and quality standards. Collaboration across departments will be essential to ensure accurate case documentation and follow-ups, as you work to resolve customer issues effectively and efficiently.

What we offer

Coupang provides a unique opportunity to be part of a company that is committed to delivering a ‘wow experience’ to customers. You will be part of a team that is pioneering the future of Japan’s delivery market, with a focus on building customer-first services. The company values innovation and encourages employees to take initiative based on agility and boldness to deliver results. Join us in transforming the food delivery industry and making a significant impact on customer satisfaction.