[遠端] Customer Service Specialist 客服專員(三線客服)

Coupang's Taiwan operations—spanning same-day delivery through Rocket Wow and cross-border shopping via Rocket Global—are looking for a Customer Service Specialist to work as a third-line escalation point. You'd handle serious complaints escalated by frontline staff, conducting supervisor callbacks and investigating root causes in systems, processes, or service delivery. This role bridges customer issues and internal teams, requiring you to identify operational gaps, communicate improvements across departments, and provide feedback to frontline staff to raise overall service quality and efficiency.

The position demands fluent Mandarin Chinese, basic English for cross-departmental coordination, and the ability to work calmly under pressure while managing emotionally charged or sensitive cases. You'll need strong communication and documentation skills to translate conversations into actionable records, plus the logical thinking and adaptability to solve problems quickly and independently. Prior experience handling high-sensitivity complaints or conducting supervisor callbacks is valued, as is familiarity with e-commerce platforms.

Work is remote after a two-week onboarding period at the Taipei office, with shift-based scheduling across seven days. Shifts run either 10am–7pm or 12pm–9pm. The hiring process includes application review, phone interview, video interview, and offer notification via email.