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: Customer Service Specialist

Team Introduction:

The Andon Operations Team operates 24/7 to address issues escalated from customer complaints, particularly those related to defective or problematic products, with the goal of continually enhancing the customer experience. The team focuses on promptly identifying problems, preventing recurrence, and improving processes to ensure high-quality products are delivered to customers. This Quality Assurance Associate position within the Andon Operations Team audits Coupang’s customer experience management system to investigate the root causes of product quality issues and implement timely improvements.

Job Introduction

When customers report negative experiences regarding defective or problematic products, our primary objective is to stop selling of these items, thereby preventing further negative impacts on other customers.

What will you do?

• Promptly coordinate with the PBS team to investigate the causes of product quality issues (e.g., delivery errors, damage, defects) and take corrective actions to facilitate the resumption of sales.
• Collaborate with cross-functional teams to manage emergency cases involving defective or problematic products, ensuring the protection of the overall customer experience.
• Proactively assess risks related to product issues, make informed decisions, and escalate critical matters as needed.
• Conduct daily audits of customer feedback across multiple channels to identify patterns and address recurring concerns related to defective or problematic products.

Essential Qualifications:

• Bachelor’s degree.
• 3years of experience in a customer service, project management, or similar role.
• Proficiency in Korean is a preferred; basic level in English
• Able to work in the afternoon/night shifts
• Thrives in a fast-paced environment with a proactive mindset
• Excellent problem-solving, analytical, and communication skills.
• Detail-oriented, adaptable, and responsible.
• Familiar with ticket system like Zendesk; proficiency in MS Office (Excel, Word, PowerPoint)

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.

Equal Opportunities for All

Coupang is an equal opportunity employer. Our unprecedented success could not be possible without the valuable inputs of our globally diverse team.