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 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 Policy Planning and Operations
Position Overview
Seller Policy Planning and Operations
Develops and enforces policies to resolve customer pain points caused by sellers, while reviewing seller-related policies to minimize confusion and impact.
What will you do?
- Planning and implementing absentee policies through consultation based on factors that impede customer or seller experience in CS and SS overall SOPs
- Conduct seller coaching and sanctions based on internal standards in case CS and related departments become an Escalations due to seller issues
Essential Qualifications:
- Bachelor's degree holder
- More than 3 years of work experience, preferably in a role involving process improvement or customer/seller experience.
- Ability to identify issues within standard operating procedures (SOPs) or policies through customer feedback and insights.
- Excellent MS Excel, MS Word, and PowerPoint skills
- Detail-oriented with the ability to perform tasks accurately based on standardized SOPs.
- Fluent communication skills with related departments, both verbally and in writing
- Flexible handling of new and diverse tasks
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.
Coupang 正在重新構想購物體驗，目標是讓每位顧客從打開Coupang 應用程式起至訂單送達家門的每一刻都驚嘆不已。
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。
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，我該怎麼生活？」的世界。
職務概覽:
將負責制定與執行政策，以解決由賣家引起、導致顧客痛點的問題，同時審查與賣家相關的政策，以最大程度地減少混淆和負面影響。
- 政策規劃與實施： 針對客服（CS）和賣家支援（SS）的標準作業流程中，影響客戶或賣家體驗的因素，透過協商規劃並實施相關的政策。
- 賣家輔導： 當客服部門及相關部門因賣家問題導致事件升級時，依據內部標準對賣家進行輔導及執行相關流程。
招募條件:
- 大學學士學位
- 3 年以上工作經驗，具備流程改善或客戶/賣家體驗相關經驗者尤佳。
- 精通Microsoft Excel、Word 和 PowerPoint。
- 能夠透過客戶回饋和洞察，識別標準作業流程（SOPs）或政策中的問題點。
- 注重細節，並能依據標準化 SOP 準確執行任務。
- 具備與跨部門流暢溝通的書寫及口語表達能力。
- 能夠靈活應對並處理多元的任務。
招募流程
- 申請資格審核 – 電話面試 – 現場(或線上面對面)面試 – 錄取通知
- 招募流程實況可能因職缺而異，亦可能因為時程安排或其他原因變動
- 將透過應徵者在申請階段提供的電子郵件，告知面試時程和結果
注意事項
- 若所有職缺皆招募完成，本公告可能在所示截止日期前關閉
- 若應徵者在申請過程中提供假造資訊，酷澎有權收回錄取通知
- 酷澎不會歧視殘障人士或退伍軍人，對所有應徵者都提供平等的競爭機會
