Coupang Internal

Monitor real-time delivery quality and optimize the balance between order demand and delivery partner supply for the Japan Rocket Now service. Collaborate with local Japanese teams to resolve operational issues and improve service quality based on data analysis.

The specialist will handle customer inquiries and complaints through various channels while providing professional support to resolve high-sensitivity issues. They will also collaborate with internal teams to improve service quality and assist frontline staff during critical incidents.

The Assistant Manager will lead and support a team of approximately 15 customer service representatives, managing scheduling and ensuring high service quality. They are responsible for handling escalated complaints, providing real-time support for complex issues, and driving process improvements.