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[Internal] 一線客服副理Customer Service Assistant Manager (TW Counie Operations)
coupanginternalTaipei2w ago
About the role
<p><span data-contrast="auto">我們在台灣的包括「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。「火箭跨境」供應來自韓國、美國等地數百萬種暢銷商品，並提供國際速配服務。 </span></p>
<p><span data-contrast="auto">我們正在尋覓人才協助我們帶領 Coupang 台灣拓展業務。這是個難得的機會，一同參與 Coupang 在台灣的成長，打造一個讓我們的顧客自問「沒有 Coupang，我該怎麼過活？」的世界。 </span></p>
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<p>職位: Customer Service Specialist (Counie Operations) </p>
<p><span data-ccp-props="{"134233279":true,"134245417":false}"><span data-contrast="auto">我們正在尋找具備領導力與服務精神的你，帶領客服團隊創造卓越的顧客體驗！ 這個職位不僅需要管理團隊，更需要在第一線與同仁並肩作戰，協助解決客戶的各類問題。</span></span></p>
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<div class="ewa-rteLine"><strong>What will you do? </strong> </div>
<div class="ewa-rteLine">1. 直接管理與 support 第一線客服專員 (約10-15位客服)<br>2. 管理團隊出缺勤與現場工作狀況<br>3. 即時協助專員處理客戶問題與提供判斷或升級<br>3. 處理 supervisor call-back 與較困難的客戶互動<br>4. 指導客服專員改善應對方式、政策理解與服務品質<br>5. 主動觀察團隊成員狀態、風險與情緒變化<br>6. 必要時向上 escalation 營運或客戶風險<br>7. 協助訓練後的新人 onboarding 與日常團隊穩定</div>
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<div class="ewa-rteLine"><strong><span data-contrast="auto">Basic Qualifications</span></strong><strong><span data-contrast="auto"> </span></strong></div>
<div class="ewa-rteLine">1. 對一線團隊穩定性具備高度 ownership<br>2. 對人與團隊狀態具備敏感度<br>3. 能快速判斷現場狀況並做出合理應對<br>4. 在高壓環境下保持冷靜與專業<br>5. 在維持營運規範的同時，時刻重視 customer experience<br>6. 建立團隊信任感與日常 support culture</div>
<div class="ewa-rteLine">7. 須配合輪班</div>
<div class="ewa-rteLine">*輪班方式與時間：<br>週一至週日，比照8周變形工時方式排班<br>可選擇固定日班 ：7:00-16:00/14:00-23:00之間輪班(雙北地區需進辦公室)<br>或選擇固定夜班 ：22:00-7:00，夜班可全遠端工作</div>
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<div class="ewa-rteLine"><span data-ccp-props="{"134233279":true,"134245417":false}"><strong><span data-contrast="auto">Preferred Qualifications</span></strong> </span>
<div class="ewa-rteLine">1. 曾擔任資深客服/客服組長，或具其他服務業一線人員管理／輔導經驗<br>2. 具良好溝通能力與問題處理能力<br>3, 能獨立處理客戶 escalation 情境<br>4. 基本英文能力加分<br><br></div>
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<p><strong><span data-contrast="auto">Recruitment Process and Others </span></strong><span data-ccp-props="{"134233279":true,"134245417":false}"> </span></p>
<p><strong><span data-contrast="auto">Recruitment Process </span></strong><span data-ccp-props="{"134233279":true,"134245417":false}"> </span></p>
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<li data-leveltext="" data-font="Symbol" data-listid="29" data-list-defn-props="{"335552541":1,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"multilevel"}" data-aria-posinset="1" data-aria-level="1"><span data-contrast="auto">申請資格審核 – 電話面試 – 視訊面試 – 錄取通知 </span></li>
<li data-leveltext="" data-font="Symbol" data-listid="29" data-list-defn-props="{"335552541":1,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"multilevel"}" data-aria-posinset="1" data-aria-level="1"><span data-contrast="auto">招聘流程的確切性質可能會根據具體工作而有所不同，並且可能會因日程安排或其他情況而發生變化 </span></li>
<li data-leveltext="" data-font="Symbol" data-listid="29" data-list-defn-props="{"335552541":1,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"multilevel"}" data-aria-posinset="1" data-aria-level="1"><span data-contrast="auto">面試時間表和結果將透過電子郵件地址通知應徵人員 </span></li>
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<p><strong><span data-contrast="auto">Details to Consider</span></strong><span data-ccp-props="{"134233279":true,"134245417":false}"> </span></p>
<ul>
<li data-leveltext="" data-font="Symbol" data-listid="30" data-list-defn-props="{"335552541":1,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"multilevel"}" data-aria-posinset="1" data-aria-level="1"><span data-contrast="auto">如果空缺職位已填補，則此職位發布可能會在規定的申請結束日期之前關閉。</span></li>
<li data-leveltext="" data-font="Symbol" data-listid="30" data-list-defn-props="{"335552541":1,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"multilevel"}" data-aria-posinset="1" data-aria-level="1"><span data-contrast="auto"> 如果發現候選人在申請過程中提交了虛假信息，Coupang 有權撤銷聘用邀請。</span></li>
<li data-leveltext="" data-font="Symbol" data-listid="30" data-list-defn-props="{"335552541":1,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"multilevel"}" data-aria-posinset="1" data-aria-level="1"><span data-contrast="auto">Coupang 不歧視殘疾申請人或退伍軍人。 我們很自豪能為所有申請人提供平等的機會。</span></li>
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<p><strong><span data-contrast="auto">Privacy Notice</span></strong><span data-ccp-props="{"134233279":true,"134245417":false}"> </span></p>
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<li data-leveltext="" data-font="Symbol" data-listid="31" data-list-defn-props="{"335552541":1,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"multilevel"}" data-aria-posinset="1" data-aria-level="1"><span data-contrast="auto">Your personal information will be collected and managed by Coupang as stated in the Application Privacy Notice located below:<span class="Apple-converted-space"> </span></span><a href="https://www.coupang.jobs/privacy-policy/"><span data-contrast="none"><span data-ccp-charstyle="Hyperlink">https://www.coupang.jobs/privacy-policy/</span></span></a><span data-contrast="auto"></span><span data-ccp-props="{"134233279":true,"134245417":false}"> </span></li>
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