Director, Customer Service (TW Contact Center Operations)
coupanginternal
Director, Customer Service (TW Contact Center Operations)
coupang· Customer Service
About this role
職務概述
Coupang 客戶服務團隊致力於提供世界級的客服體驗，並持續發掘與提升整體客戶體驗。
作為客戶服務部門總監（聯絡中心營運），您將主導前線客服中心的日常營運，確保服務品質、組織規模擴展能力及營運效率。此角色重點在於推動高效執行、達成嚴謹的服務指標（SLA），並管理大規模內部營運，以提供流暢且高品質的客戶支援體驗。
主要職責
營運卓越（Operational Excellence）
- 負責客服中心日常營運（包含語音、即時聊天及數位客服渠道）
- 確保團隊穩定達成或超越關鍵績效指標（KPI），包含客戶滿意度（CSAT）、服務水準協議（SLA）、首次解決率（FCR）與平均處理時間（AHT）
團隊領導（Team Leadership）
- 領導並培育大規模營運管理團隊與前線主管
- 建立高績效導向的工作文化，推動持續改善與員工投入度
流程優化（Process Optimization）
- 與內部團隊密切合作，找出營運瓶頸
- 優化客服流程並導入最佳實務，以降低客戶體驗摩擦與營運浪費
資源配置（Resource Allocation）
- 負責營運預算、人力配置優化與產能規劃
- 因應訂單量波動及電商旺季（如大型促銷活動）進行靈活調整
任職資格
工作經驗（Experience）
- 12 年以上客服營運、聯絡中心管理或 BPO 營運經驗
- 具備高流量電商、科技或零售產業背景尤佳
領導能力（Leadership）
- 具備管理大型、多層級營運團隊（數百人規模）之實績
- 曾成功推動營運轉型或優化專案
專業能力（Skills）
- 優秀的人才管理與領導能力
- 具備數據分析能力，能從營運數據中洞察並提出改善策略
- 具備供應商與合約談判經驗
語言能力（Language）
- 中文（普通話）需具備母語或流利程度
- 具備流利英文溝通能力者佳
Frequently Asked Questions
Is the salary disclosed for the Director, Customer Service (TW Contact Center Operations) position at coupang?
The salary for this Director, Customer Service (TW Contact Center Operations) role at coupang is not publicly listed. Click "Apply Now" to learn more about the compensation package on their official careers page.
Where is the Director, Customer Service (TW Contact Center Operations) position at coupang located?
This Director, Customer Service (TW Contact Center Operations) role at coupang is based in Taipei, Taiwan. The position is listed as on-site or hybrid. Check the full job description or apply directly to confirm the work arrangement.
Which team or department does the Director, Customer Service (TW Contact Center Operations) at coupang belong to?
This Director, Customer Service (TW Contact Center Operations) position is part of the Customer Service department at coupang. See the full job description for more information about the team structure and responsibilities.
How do I apply for the Director, Customer Service (TW Contact Center Operations) position at coupang?
Click the "Apply Now" button on this page. You will be redirected to coupang's official application portal hosted on greenhouse where you can submit your application directly.
When was the Director, Customer Service (TW Contact Center Operations) job at coupang posted?
This Director, Customer Service (TW Contact Center Operations) position at coupang was posted on May 25, 2026. Apply as soon as possible — early applications are often reviewed first.
Director, Customer Service (TW Contact Center Operations)
coupang
You'll be redirected to coupang's official application page on Greenhouse.