We exist to wow our customers. We know we’re doing the right thing when we hear our customers say, “How did I ever live without Coupang?” Born out of an obsession to make shopping, eating, and living easier than ever, we’re collectively disrupting the multi-billion-dollar commerce industry. We are one of the fastest-growing retail companies that established an unparalleled reputation for being a leading and reliable force in the commerce industry.
We are proud to have the best of both worlds — a startup culture with the resources of a large global public company. This fuels us to continue our growth and launch new services at the speed we have been since our inception. At Coupang, every day is filled with the excitement of building, you will see yourself, your colleagues, your team, and the company grow every day.
Our mission to build the future of commerce is real. We push the boundaries of what’s possible to solve problems and challenge traditional tradeoffs. Join Coupang now to create an epic impact in this always-on, high-tech, and hyper-connected world.
Position : Senior Manager, Contact Center
What will you do?
- Outsourced Customer Service Partner Management
- Oversee the selection, contract negotiation, and performance management of outsourced customer service companies.
- Ensure cost-effective service delivery while maintaining high standards of customer support.
- Customer Service Center Operations
- Demonstrate a deep understanding of customer service center metrics.
- Manage workforce allocation and performance to meet operational goals.
- Process Optimization and Improvement
- Continuously refine and optimize workflows to improve customer satisfaction and operational efficiency.
- Background in e-commerce or startups, with the ability to thrive in fast-paced, dynamic environments.
- Strong problem-solving skills and a proactive approach to innovation and change management.
Essential Qualifications:
-
More Than 5 Years Experience: Possess over five years of experience in managerial roles within customer centers, demonstrating a track record of success.
-
System and Solution Management: Proficient in operating and managing systems and solutions specific to customer center operations.
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.
Things 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.
- Coupang does not discriminate against disabled applicants or those with veteran status. We are proud to offer equal opportunities for all applicants.
