Associate III, Customer Service 二線客服

Who you are

You possess native-level proficiency in Mandarin, both spoken and written, and have basic communication skills in English. You are capable of providing clear and professional explanations over the phone, ensuring customer issues are addressed effectively. You thrive in fast-paced environments and can adapt quickly to changing situations. Attention to detail and strong problem-solving skills are essential, as is the ability to communicate effectively with users, team members, and other stakeholders. Previous experience in customer service, especially in a call center or similar environment, is a plus, as is any experience in e-commerce.

What you'll do

In this role, you will serve as a point of contact for users, assisting them with inquiries that frontline staff cannot resolve. You will communicate with relevant departments to ensure user issues are addressed promptly and accurately, enhancing overall user satisfaction. You will also be responsible for optimizing processes and systems by identifying areas for improvement through handling escalated cases. Your role will involve providing feedback to frontline staff to help them improve service quality and assisting them with any system-related challenges they encounter. Additionally, you will follow up with users to ensure their issues have been resolved satisfactorily, providing them with product or service information as needed.

What we offer

Coupang offers a unique opportunity to be part of our growth in Taiwan, contributing to a service that aims to make customers feel they cannot live without us. The position is fully remote, with a requirement to attend in-office training for the first two weeks. You will work on a rotating schedule, with eight days off per month. We value our employees and strive to create a supportive and engaging work environment where you can thrive and grow your career.