💼 About This Role

You'll lead a team of 15 customer service agents in Coupang Taiwan's rocket-delivery operations. Your core impact is ensuring exceptional customer experience through team management and escalation handling. This role offers a chance to shape service excellence in a fast-growing e-commerce environment.

🎯 What You'll Do

• Manage and support 15 frontline客服 agents on scheduling and performance
• Handle escalated customer issues via supervisor callbacks
• Assist agents with real-time incident resolution
• Drive training and process improvement initiatives

📋 Requirements

• Native Mandarin (母語程度) and basic English reading/writing
• Ability to resolve problems independently under pressure
• Strong adaptability and logical handling of sensitive cases
• Excellent communication skills to document verbal exchanges

✨ Nice to Have

• Experience with high-sensitivity complaints
• Supervisor callback handling experience
• E-commerce platform operations knowledge

🎁 Benefits & Perks

• 🏖️ Flexible remote work options
• 📈 Career growth in a global company
• 🎓 Training programs and process optimization

📨 Hiring Process

Estimated timeline: 3-4 weeks

1. 1Resume Screening· 1 week
2. 2Phone Interview· 30 min
3. 3Video Interview· 1 hour
4. 4Offer· 1 week