Customer Service Specialist
Confirmed live in the last 24 hours
Coupang
Job Description
About Rocket Now
Rocket Now is a food delivery service with no delivery or service fees. Consumers can enjoy a wide variety of cuisines, from Japanese and Western food to healthy options, as well as desserts and drinks, quickly and affordably. The service is currently available mainly in Hokkaido, Tohoku (Sendai), Kanto (Tokyo, Kanagawa, Saitama, Chiba), Chubu (Aichi, Shizuoka), Kansai (Osaka, Kyoto, Hyogo), Hiroshima, and Kyushu (Fukuoka).
Rocket Now won the Excellence Award in the Shopping Category at the Best App Awards 2025. Furthermore, it has achieved the No. 1 ranking in the Food Delivery App category for nine consecutive months on both the iOS and Android app stores (*1), and the app continues to grow, surpassing 5 million downloads in just 15 months since its launch (*2).
*1 Based on integrated iOS and Android data from July 2025 to March 2026. *2 As of January 14, 2025, service release date (Source: Global Market Intelligence: Sensor Tower)
About CP One Japan
CP One Japan LLC is the Japanese subsidiary of Coupang, Inc. (NYSE: CPNG), a US-based company listed on the NYSE (New York Stock Exchange) and one of the Fortune 150 companies, known as a technology company. CP One Japan operates the "Rocket Now" brand food delivery service in Japan, leveraging Coupang's technological capabilities and innovative logistics solutions to provide fast, reliable, and customer-oriented food delivery services to Japanese consumers.
What You Will Do
- Review escalated inquiries and issues from the call center, and coordinate with relevant departments to resolve them quickly.
- Analyze recurring inquiries to identify root causes, and improve manuals, guides, and processes to prevent recurrence.
- Monitor call recordings and response logs to identify inaccurate or inappropriate responses and provide feedback.
- Revise and supplement response standards that cause quality issues, such as incorrect information or missing guidance.
- Immediately share urgent incidents or operational issues and follow up until resolution.
- Detect inconveniences or potential issues occurring on-site early, and share them with relevant departments to maintain a proactive and responsive support system.
Basic Qualifications
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2+ years of experience in customer service, contact center operations or emergency response management.
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