Complaint Experince Management Sr.Specialist (TW Complaint Experience Management)

직무 소개

Company Introduction Coupang 正在重新構想購物體驗,目標是讓每位顧客從打開 Coupang App 的那一刻起,到訂單送達家門為止的每個環節都感到驚喜。 我們在台灣提供的服務包括「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;以及「火箭跨境」,為來自韓國、美國等地的數百萬暢銷商品提供國際速配服務。 我們正在尋覓優秀人才,攜手推動 Coupang 在台灣的業務拓展。這是一個難得的機會,能親身參與 Coupang 的高速成長,打造一個讓顧客忍不住讚嘆:「沒有 Coupang,我該怎麼生活?」的世界。 Role Overview(職務概覽) 身為資深顧客申訴體驗管理(CEM)專員,您將主導並推動 Coupang 台灣的申訴與升級體驗策略。此職位將負責處理高複雜度顧客申訴、消費者保護案件與重大事件應對,並透過跨部門合作找出系統性問題,優化顧客體驗指標,持續強化顧客對 Coupang 品牌的信任。 What You Will Do(工作內容) * 規劃並執行全公司層級的申訴與顧客體驗策略,提升顧客滿意度、忠誠度與品牌信任 * 分析與追蹤顧客體驗指標(如 NPS、CSAT、DSAT),洞察趨勢、風險與改善機會 * 代表公司出席消費者保護相關會議,回應並處理對外顧客爭議與申訴案件 * 作為跨部門 incident 應對機制的核心成員,確保問題即時處理並降低對顧客的影響 * 彙整顧客回饋與行為數據,提出具體且可執行的改善方案 * 與客服、產品、法務、合規等團隊密切合作,深化以顧客為中心的工作模式 * 建立並維護 CX 儀表板與週/月報,定期向管理階層提供決策洞察與預警資訊 Basic Qualifications(基本條件) * 商業、行銷或相關領域之學士學位 * 五年以上顧客體驗管理、顧客服務或顧客成功相關經驗 * 熟悉顧客旅程設計、痛點分析及 CX 指標工具(如 NPS、CSAT、DSAT) * 具備獨立數據分析與問題解決能力,能提出具體改善建議 * 具備良好的溝通能力與跨部門協作能力 Preferred Qualifications(加分條件) * 相關領域之碩士學位 * 具備高複雜度申訴、升級案件或消費者保護案件處理經驗 * 具備電商、物流或快速成長型組織的工作經驗 * 中文流利,具備英文書寫與溝通能力者佳 招募流程(Recruitment Process) 履歷審查 – 電話面試 – 現場面試(或線上面對面面試)– 錄取通知 實際招募流程可能依各職缺性質而有所不同,亦可能因時程安排或其他因素進行調整。 面試時程與結果將透過應徵者於申請階段所提供的電子郵件信箱通知。 注意事項(Details to Consider) 若所有職缺於截止日前皆已招募完成,本職缺公告可能提前關閉。 若應徵者於申請或招募過程中提供不實資訊,Coupang 有權撤回錄取通知。 依法享有就業保護資格者(如退伍軍人、身心障礙者等),將依相關法令獲得優先考量。 Company Introduction Coupang is reimagining the shopping experience with the goal of wowing each customer from the instant they open the Coupang app to the moment an order is delivered to their door. Our services in Taiwan include “Rocket Delivery” which offers next-day delivery for a wide selection of items at affordable prices, “Rocket Overseas” which offers free international delivery on millions of best-selling products from Korea, the U.S., and beyond. We are looking for talents to help us lead Coupang’s expansion in Taiwan. This is an exceptional opportunity to become a part of Coupang’s growth in Taiwan and create a world where our customers wonder, “How did I ever live without Coupang?” Role Overview As a Senior Complaint Experience Management (CEM) Specialist, you will own and drive Coupang Taiwan’s complaint and escalation experience strategy. You will take a leading role in managing complex customer complaints, consumer protection cases, and incident responses, while partnering closely with cross-functional teams to identify systemic issues, improve customer experience metrics, and build long-term customer trust. What You Will Do * Lead and execute company-wide complaint and escalation experience strategies to improve customer satisfaction, loyalty, and brand trust * Analyze and monitor customer experience metrics including NPS, CSAT, and DSAT to identify trends, risks, and improvement opportunities * Represent Coupang in consumer protection meetings and manage responses to external customer disputes and complaints * Act as a core member of cross-functional incident response initiatives to ensure timely resolution and minimize customer impact * Consolidate customer feedback and behavioral data to propose clear and actionable improvement plans * Partner closely with Customer Service, Product, Legal, Compliance, and other stakeholders to embed a customer-centric culture * Build and maintain CX dashboards and weekly or monthly reports to provide insights and early warnings to leadership Basic Qualifications * Bachelor’s degree in business, marketing, or a related field * 5+ years of experience in customer experience management, customer service, or customer success * Strong understanding of customer journey mapping and CX measurement tools including NPS, CSAT, and DSAT * Ability to independently analyze data and translate insights into actionable recommendations * Strong communication and cross-functional collaboration skills Preferred Qualifications * Master’s degree in a related field * Experience handling complex complaints, escalations, or consumer protection cases * Experience working in e-commerce, logistics, or high-growth environments * Proficiency in written and spoken Mandarin with working proficiency in English Recruitment Process and Others 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.