Seller Service Specialist

직무 소개

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 Oversea” 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?” Position: Seller Service Specialist, Seller Support team 作為 Seller Service Specialist(賣家服務專員),你將在強化賣家支援團隊能力方面扮演關鍵角色,透過管理升級案件(escalations)與優化營運流程,確保賣家能獲得卓越且一致的支援體驗。此職位將透過數據導向策略與持續改善計畫,提升賣家滿意度與團隊整體績效。 * 負責追蹤並處理尚未解決的 Coupang 確認請求(confirmation request)補償案件,針對 Tier 1 客服未能解決的案件提供指引,並即時回應賣家補償方案相關問題 * 建立並執行高效率的補償申請處理流程,確保符合公司政策與相關規範 * 優化案件升級(escalation)流程,以提升整體賣家體驗與滿意度 * 提出並落實相關政策建議,以優化賣家管理機制並提升內部營運效率 * 分析數據與績效指標,找出營運改善機會,並簡化與優化工作流程 必要條件(Essential Qualifications): * 具學士學位尤佳 * 3 年以上 Seller Support、Customer Operations 或相關領域工作經驗 * 具備優秀的分析能力、問題解決能力與溝通能力 * 具備良好的口語與書面表達能力,能清楚傳達複雜資訊 * 熟悉 MS Excel、MS Word 與 PowerPoint;具 SQL 知識者佳 * 熟悉 Zendesk、Jira 等工單/票務系統者高度優先 * 能同時處理多項任務,並適應快速變動、節奏緊湊的工作環境 * 具備良好英文能力;具韓文能力者為加分條件