Complaint Experince Management Specialist TW Complaint Experience Management
Complaint Experince Management Sr.Specialist TW Complaint Experience Management position — see original posting for full details.
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）
Basic Qualifications （基本條件）
Preferred Qualifications （加分條件）
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 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?”
Role Overview
As a Senior Complaint Experience Management (CEM) Specialist, you will own and drive Coupang Taiwan’s 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
Posted June 10, 2026