Complaint Experince Management (TW Complaint Experience Management)

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 NPSCSATDSAT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 NPSCSATDSAT
• 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 Coupangs expansion in Taiwan. This is an exceptional opportunity to become a part of Coupangs 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 Taiwans 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

BasicQualifications

• Bachelors 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

• Masters 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 veterans benefits the disabled etc.) may receive preferential treatment for employment in accordance with applicable laws.