Job Description
Department Overview
Rakuten Travel Experiences is an online booking service specializing in activities and experiences. Since its launch in December 2021, it has offered a wide range of activities both domestically and internationally, including theme park tickets, unique experiences, and classic popular activities. This business aims to create travel excitement through experiences.

Position
Why We Hire
In recent years, traveler's needs have significantly shifted from "things" to "experiences", with "experiential tourism" – seeking unique local activities – gaining global attention. Especially after the pandemic, domestic travel demand has steadily recovered, and with the full-scale resumption of inbound tourism (international visitors to Japan), the experiential tourism market is entering an unprecedented period of growth.

Amidst this favorable environment, Rakuten Travel Experiences is rapidly expanding its business to provide customers with the best experiences and maximize the appeal of local regions. Currently, a small but dedicated team is driving this growth. However, due to a temporary leave of absence for maternity, we are now recruiting new team members to strengthen our operational structure.

We aim to seize this significant opportunity, and through the unique "experiences" only the Rakuten Group can offer, further invigorate Japan's tourism industry.

Appeal of Business/Organizational Phase

• We are in a dynamic business phase, leading the rapidly growing "experiential tourism" market. You will have the exciting opportunity to build the business with your own hands in a fast-changing environment.
• Because we operate as a lean, elite team, you will have abundant opportunities to be involved in a wide range of tasks, experiencing the overall business movement firsthand.

Appeal of Discretion and Organizational Culture

• As a small team, a key characteristic is the significant individual autonomy you'll have. You won't just be completing assigned tasks; you'll be able to proactively engage in everything from identifying current issues to proposing improvements and executing solutions.
• Our environment encourages new challenges, brimming with opportunities to actively voice your ideas and opinions and see them realized.

Career Steps (Acquirable Skills and Career Paths)

• Working in an environment where you can oversee the entire business will dramatically improve your comprehensive business skills, including not only customer service expertise but also problem-solving abilities, planning/proposal skills, and execution capabilities.
• In the future, we actively support career advancement to management positions, or transfers to other departments such as service planning, marketing, or partner relations, depending on your aspirations and aptitudes.
• Experiencing the launch phase of a rapidly growing business offers invaluable career development, allowing you to gain firsthand knowledge of business development know-how.

Differentiation from competitors (attractiveness derived from this business × Rakuten Group's resources)

• We have the potential to expand our business through multifaceted approaches by collaborating with diverse services within the group, such as Rakuten Travel.
• In customer support as well, by utilizing the knowledge and tools of the entire Rakuten Group, we aim to provide even higher quality, safer, and more secure services to both customers and partners.

Position Details
In this position, you will proactively engage in supporting users who have booked experiences through Rakuten Travel Experiences and our suppliers. Additionally, you will support part-time staff members and be responsible for proposing and implementing operational improvements.

Key Responsibilities

• Responding to bookings and inquiries (in both English and Japanese)
• Managing part-time staff members
• Coordinating and collaborating with various internal departments (Sales, Marketing, Development, etc.)
• Analyzing inquiry content and proposing UI/UX improvements
• Establishing various response flows and improving service quality

Work Environment
Orgnizational Structure

• Customer Support Group: 16
• 1 Manager, 3 Member, 12 Part-time/Outsourcing
• Age Range: 20s to 50s
• Composition: 90% of new hires are mid-career

Mid-Career Hires' Backgrounds

Our team members come from diverse backgrounds, including IT sales, the automotive industry, and customer service/hospitality. A significant majority of our members joined us with no prior experience in customer support, yet they are actively involved in this role. This diverse background fosters lively discussions and a collaborative approach to tackling challenges and driving the business forward.

Career Path Examples for Successful Mid-Career Hires

• Promoted to Assistant Manager within one year of joining the company.

Mandatory Qualifications

• Basic PC skills: Word, Excel, PowerPoint
• Ability to communicate in both Japanese and English (We highly welcome individuals who wish to use English daily, as we have foreign team members.)

Desired Qualifications

• Experience in customer support or similar customer-facing roles.
• Experience handling inbound calls in English.
• Work experience in the travel or tourism industry.
• Experience in customer service/hospitality that involves direct customer negotiation and problem-solving.
• Experience in launching or promoting new businesses or projects.
• Excel skills that can be utilized for data aggregation and analysis.

Proactiveness (Mindset)

• Individuals who can positively embrace the fast-changing environment of a new business, identify challenges on their own, and propose solutions.
• Those who can respond calmly and positively to unexpected problems, and see them through to completion with a sense of responsibility.
• Individuals who value teamwork and can effectively collaborate with others through smooth communication.

Other Information
Additional information on Location
Rakuten Crimson House

1-14-1 Tamagawa, Setagaya-ku, Tokyo

Additional Information On English Qualification
TOEIC Score exceeding 800 (or similar level of English ability) or a University Degree earned in an English-speaking country.

Proof of qualifications will be required by the time of the job offer.

If no evidence is available to prove the qualifications denoted above, taking an IP test, organized by Rakuten, during selection process is required.

Rakuten Group, Inc. Homepage Link

• Recruitment * Employment type is detailed
• Rakuten

business #customersupport #commerce #RakutenTravel