資深客服經理 Customer Service Senior Manager (TW Counie Operations)
公司簡介
Coupang 正在重新定義購物體驗，目標是從顧客打開 Coupang App 的那一刻起，到訂單送達家門口的每一個環節，都能帶給顧客驚喜與感動。
我們在台灣提供的服務包括「火箭速配」，為多樣化商品提供價格實惠的隔日到貨服務；以及「Rocket Oversea」，讓顧客能享有來自韓國、美國及其他地區數百萬件熱銷商品的免費國際配送服務。
我們正在尋找優秀人才，一同帶領 Coupang 在台灣的業務拓展。這是一個難得的機會，能夠參與 Coupang 在台灣的成長旅程，並共同打造一個讓顧客驚嘆：「沒有 Coupang 之前，我是怎麼生活的？」的世界。
職務概述
透過以客戶為中心的策略、營運最佳化以及可擴展的改善計畫，領導客戶服務營運。
此職務需要具備優秀的規劃能力、專案領導能力，以及能夠根據客戶洞察與業務優先事項推動跨部門營運改善的能力。
資深客服經理應超越日常營運管理，建立可長期運作的營運框架，以提升客戶體驗與組織效能
工作內容
1. 領導並培育經理級主管
2. 分析營運績效、客戶行為及服務趨勢
3. 推動以客戶為中心的營運改善計畫
4. 領導新的營運專案及流程優化計畫
5. 與跨部門團隊合作，大規模提升客戶體驗
6. 建立營運優先事項、標準及長期改善策略
7. 識別結構性營運風險及可擴展性缺口
8. 優化升級案件管理架構及服務品質模式
9. 支援組織成長、人力規劃及領導人才發展
10. 推動全組織持續改善文化
基本條件
1.能夠跳脫日常營運執行層面，具備策略性思維
2.能建立可規模化的營運流程與改善框架
3.具備從規劃到執行完整帶領新專案的能力
4.能運用數據與顧客洞察影響營運方向
5.能在顧客體驗、營運效率與商業影響之間取得平衡
6.能有效影響跨部門利害關係人及不同層級的主管
7.能在組織內培育穩健的領導人才梯隊
8. 在高度不確定且快速變化的環境中，展現高度當責精神並有效推動工作成果
加分條件
1. 具備領導客戶服務營運或大型客服支援組織的經驗
2. 具備優秀的營運分析能力與專案管理能力
3. 具備管理經理級主管及推動跨部門合作專案的經驗
4. 能夠運用營運數據與客戶洞察推動以客戶為中心的改善計畫
5. 具備中級以上英語能力者尤佳
Recruitment Process
Application Review - Phone Interview - Onsite (or Virtual Onsite) Interview – Offer
The exact nature of the recruitment process may vary according to the specific job and may be changed due to scheduling or other circumstances.
Interview schedules and the results will be informed to the applicant via the e-mail address submitted at the application stage.
Details to Consider
This job posting may be closed prior to the stated end date for application if all openings are filled.
Coupang has the right to rescind an offer of employment if a candidate is found to have submitted false information as part of the application process.
Those eligible for employment protection (recipients of veteran’s benefits, the disabled, etc.) may receive preferential treatment for employment in accordance with applicable laws.
Privacy Notice
Your personal information will be collected and managed by Coupang as stated in the Application Privacy Notice located below: https://www.coupang.jobs/privacy-policy/
As published by greenhouse
First Name, Last Name, Email, Phone, Resume/CV, Cover Letter, Location
- LinkedIn Profile optional
- 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. choose one
- 1. What is your nationality? choose one
- 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/). choose one
- 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. choose one
- 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. choose one
- 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. choose one
- 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. choose one
- 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; choose one
- - Name of Relative(s) / 親屬姓名: optional
- - Relationship / 關係: optional
- - Working Org / Team / 任職組織/團隊: optional
- 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? choose one
- 2. Do you acknowledge and agree that where required under applicable laws or regulations: choose one · 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]. choose one
- Document Policy choose one