客服經理 Customer Service Operations Manager (輪班性質)
我們在台灣的包括「火箭速配」，以實惠的價格為多種精選商品提供隔日到貨服務。「火箭跨境」供應來自韓國、美國等地數百萬種暢銷商品，並提供國際速配服務。
我們正在尋覓人才協助我們帶領 Coupang 台灣拓展業務。這是個難得的機會，一同參與 Coupang 在台灣的成長，打造一個讓我們的顧客自問「沒有 Coupang，我該怎麼過活？」的世界。
職位: 客服經理 Customer Service Manager
管理客服團隊、管理與培育客服組長，確保客服營運穩定，並持續推動客服營隊應運穩定與優化。
需具備基本跨團隊協調能力、營運判斷能力，以及根據現況快速找出改善機會的能力。
不僅需處理問題，更需要主動推動團隊與營運改善。
職務概覽：
1. 管理與培育客服組長與資深客服
2. 每日查看負責團隊之客服營運數據與即時 service metrics
3. 處理 manager escalation 與高風險客戶案件
4. 主動發現營運問題並推動改善
5. 強化客服組長的管理與判斷能力
6. 確保各團隊 SOP 與服務標準執行一致
7. 與CS內不同團隊協調處理營運問題
8. 觀察 customer trend、service pain point 與 operation risk
9. 協助維持團隊穩定與 daily operation management
績效期待：
1. 穩定管理多個(3-5)團隊與 frontline operation
2. 快速發現營運 inefficiency 與改善機會
3. 在 customer experience的前提下、優化營運效率與 business priority
4. 有效協調不同團隊與 stakeholder
5. 培養與強化客服組長的 leadership capability
6. 不只是指出問題，而是主動了解原因與可能的改善方式
7. 能依據營運數據與現況做出判斷與行動
招募條件：
1. 曾擔任資深客服組長或客服經理
2. 具管理管理者經驗佳
3. 具良好營運管理與溝通協調能力
4. 能於 fast-paced environment 中管理多重優先事項
5. 基本英文能力加分
6. 須配合輪班
其他補充：
1. 需配合輪班制度（週一至週日/早班 7-16;晚班 14-23;夜班 22-7）
2. 須依排班於不同時段帶班並支援第一線作業
3. 具備穩定網路與安靜工作環境者，可配合公司規劃居家辦公
招募流程
申請資格審核 – 電話面試 – 視訊面試 – 錄取通知
招聘流程的確切性質可能會根據具體工作而有所不同，並且可能會因日程安排或其他情況而發生變化
面試時間表和結果將透過電子郵件地址通知應徵人員
需要考慮的事項
如果空缺職位已填補，則此職位發布可能會在規定的申請結束日期之前關閉。
如果發現候選人在申請過程中提交了虛假信息，Coupang 有權撤銷聘用邀請。
Coupang 不歧視殘疾申請人或退伍軍人。 我們很自豪能為所有申請人提供平等的機會。
As published by greenhouse · 16 questions
Basics
First Name, Last Name, Email, Phone, Resume/CV, Cover Letter, Location
Short answers (4)
- LinkedIn Profile optional
- - Name of Relative(s) / 親屬姓名: optional
- - Relationship / 關係: optional
- - Working Org / Team / 任職組織/團隊: optional
Pick from a list (12)
- Coupang Corporation or its affiliates and subsidiaries* (or collectively referred to as “Coupang”) does not collect, process or use any personal information other than the types of information specified in this Consent. Please ensure that your resume does not include any personal information other than the types specified in this Consent.
- 1. What is your nationality?
- 1. (Required) By submitting your resume, you consent to the required collection, processing, use, required provision/transfer, and consignment of personal information as set forth in our Privacy Policy (https://privacy.coupang.com/en/land/jobs/).
- 2. (Optional) Name, contact information, email address, nationality, educational background, work experience, qualifications, national merit status (for special hiring program applicants only), relative’s name/relationship/team and application history are collected and used on an ongoing basis for recruitment purposes and may be provided to any of our affiliates and subsidiaries*, other than the company to which you originally applied, for the purpose of reviewing and conducting recruitment for similar positions. Personal information collected and provided will be retained for the duration of the year-round recruitment retention period defined in the Privacy Policy. You may refuse to provide consent, but such refusal may prevent the year-round hiring from progressing normally or may result in the restriction of opportunities in the hiring process of companies other than the one you applied.
- 3. (Optional) Recordings of the interview process and transcriptions of interview audio maybe collected and used for the following purposes: i) to record the interview process, ii) to transcribe and document interview audio, iii) to summarize interview results, iv) to verify the interview process and evaluation results, v) to improve the hiring procedures, vi) to check candidate fit for other open positions, vii) to review past interview records. Collected personal information are retained for 4 years from the notification of hiring result, and then deleted. You may refuse to provide this consent, and refusal will not affect the recruitment process.
- 4. (Optional) Coupang or its affiliate or subsidiary company* will send recruitment notifications through transmission media such as phone, email, and SMS using the contact information and email address based on your consent.
- 5. (Optional) Coupang or its affiliate or subsidiary company* will conduct reference checks on you within the following scope based on your consent: Additional reference checks may be conducted on applicants who applied for a job at Coupang and passed interviews, and Coupang arranges means to conduct reference checks. Coupang may collect other personal information about you, including integrity information collected from public sources and the performance evaluation information collected from your former employer or colleagues.
- 1. I understand that working with Relatives in the Coupang group of companies (collectively, the "Coupang Group") -- where they can influence each other’s work -- can potentially create conflicts of interest. Therefore, such a situation requires prior approval from the People Operations. In view of the above, I hereby confirm that I DO NOT have any Relatives working in any company within the Coupang Group or serving on the Board of Directors of any company within the Coupang Group;
- 1. Are you currently, or have you been a government official, public servant, or employee of a public institution who may be subject to post employment or reemployment restrictions under applicable laws or regulations?
- 2. Do you acknowledge and agree that where required under applicable laws or regulations: optional
- You have the right to inquire/access, request a copy, supplement/correct, delete, suspend the collection, processing, or use and suspend the transfer of your personal information that Coupang holds. Exercising certain rights, such as deletion of personal information, may result in the restriction of the hiring process. If you wish to exercise any of these choices, please contact our privacy representative at [candidatedataremove@coupang.com].
- Document Policy