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Coupanginternal

資深客服經理 Customer Service Senior Manager (TW Counie Operations)

Taipei, Taiwan

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hirly's read of this role

Seniority
Lead / management
Country
TW
Work mode
On-site / unstated
First seen by hirly
14 Sept 2026

Derived automatically from the posting. Upload your resume above to see how the role scores against it.

the posting

  • 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/
Original posting on Coupanginternal's site ↗

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