Customer Service Specialist(Tier 3)三線客服專員

Who you are

You are a fluent Chinese speaker with excellent communication skills, capable of handling sensitive customer complaints and providing effective solutions. You possess basic English proficiency to facilitate cross-departmental communication. You thrive in high-pressure environments and can quickly adapt to changing situations, demonstrating strong logical reasoning when addressing complex issues. Your ability to document verbal communications into written records is exceptional, ensuring clarity and consistency in customer interactions. You take pride in your team responsibility and are committed to improving service quality.

What you'll do

In this role, you will respond to serious complaints escalated from Tier 1 customer service representatives, ensuring that customer concerns are addressed promptly and effectively. You will collaborate with various departments to optimize processes and enhance the overall customer experience. By assisting users in resolving their issues, you will identify gaps in systems or standard operating procedures (SOPs) and communicate these findings to relevant teams for improvement. You will provide feedback to Tier 1 staff to enhance their service quality and efficiency, ensuring that they are well-equipped to handle customer inquiries. Regularly reviewing the operations of Tier 1 representatives, you will offer constructive feedback to boost their performance and service standards.

What we offer

Coupang offers a remote work arrangement, with a requirement to attend approximately two weeks of in-office training upon onboarding. The position involves a shift schedule, with work hours from Monday to Sunday, including morning shifts from 10 AM to 7 PM and evening shifts from 12 PM to 9 PM. We value diversity and encourage applicants from all backgrounds to apply, ensuring equal opportunities for all candidates.