🛠 Tech Stack

💼 About This Role

You'll develop training programs, monitor service quality, and optimize the knowledge base for customer service teams in Coupang's Taiwan expansion. Your work will directly improve agent productivity and customer satisfaction, driving continuous improvement in service excellence.

🎯 What You'll Do

• Conduct audits across call, email, and chat channels
• Analyze QA data to identify service gaps and provide feedback
• Design and deliver onboarding and skill enhancement training
• Manage and update the Knowledge Management system

📋 Requirements

• 1-3 years in Training, Quality Assurance, or Knowledge Management
• Experience in E-commerce or BPO customer service environment
• Familiarity with ticketing systems (e.g. Zendesk)
• Proficient in Excel for basic data analysis

✨ Nice to Have

• Experience with e-learning module creation
• Knowledge of customer service metrics like CSAT

🎁 Benefits & Perks

• 🏖️ Rotational schedule with weekends/holidays off in rotation
• 📚 Training development opportunities
• 🌏 International exposure with global team

📨 Hiring Process

Estimated timeline: 4-6 weeks

1. 1Application Review· 1-2 weeks
2. 2Online Test· 1 hour
3. 3Phone Interview· 30 min
4. 4Virtual Onsite Interview· 2 hours
5. 5Offer· 1 week

🚩 Heads Up

• Rotational schedule includes weekends and public holidays