Description
sIn the contact center, which handles various inquiries related to Rakuten Point Card, Rakuten Edy, Rakuten Cash, and Rakuten Pay, you will be responsible for a wide range of tasks, including managing and supervising outsourced contact centers, proposing business improvements, and establishing a system for handling inquiries during service releases.
The contact center plays a crucial role as the primary channel for two-way communication between our customers and our company. As we strive to further grow our services, this department becomes an exciting and challenging area where the demand for functions and expectations will continue to increase.
Specific examples of your responsibilities will include
Managing the outsourced call center operations
Planning and proposing improvements to enhance call center functions
Establishing a system for handling inquiries during the launch of new services or new tasks and implementing it in the center
Analyzing customer feedback, identifying potential needs, and proposing service improvements
Creating FAQs and managing knowledge to address customer issues
Proposing plans to streamline business operations and improve service quality
Providing guidance and instructions on how to handle inquiries from customers (users and clients who have adopted our services)
■Requirements
・TOEIC score of 800 or higher in English or the motivation to achieve an equivalent score within 2 years.
・Native Japanese language proficiency or the ability to handle Japanese at a native level.
■Nice to Have
Experience in customer support within the financial industry.
Experience in improving and planning business operations.
Effective communication skills, actively engaging in discussions and negotiations, irrespective of the department.
Proactive attiude, always approaching tasks with a positive mindset, regardless of the circumstances.
■What kind of career you can build
With your motivation and innovative ideas, you can bring to life the concept of "an ideal contact center." You will have the opportunity to start from nothing and implement new systems and mechanisms into the contact center. Through managing outsourced operations, you will also have the chance to refine your negotiation and communication skills with external stakeholders. Taking the lead and involving multiple departments and team members, you will actively seek resolutions to various challenges, extending beyond the improvement of current tasks. This role offers a high-level perspective on contact center operations and enables you to accumulate extensive experience across diverse domains.
■Message from Hiring Manager
Why not build your career with us and create a new future for cashless payment services? Join us in creating a contact center that delights customers and contributes to the growth of a service loved by our clientele. Let us embark on a challenging journey together, continuously evolving and using your experience and passion to envision a successful future. We eagerly await your application.
■Company Introduction
Rakuten Group's basic management philosophy is "Empowering people and society through innovation," and the Group provides more than 100 million Rakuten members with more than 70 services, including Internet shopping malls such as Rakuten Ichiba and Rakuten Travel, financial services such as Rakuten Card and Rakuten Bank, media services, and professional sports. At the same time, we have built a strong business model called "Rakuten Ecosystem," which organically links users with various services.
As a member of the FinTech Group Company, Rakuten Payment, Inc. provides a variety of payment-related services, including Rakuten Pay, Rakuten Edy, Rakuten Cash, Rakuten Point Card, and Rakuten Check, as well as marketing solutions that combine these services with Rakuten Group assets. Rakuten Group's assets to these services. In addition, we will create numerous innovations in "finance × intra-group domains, including finance and commerce".
We are working toward a world where anyone, anywhere can enjoy the same value through the power of technology.
With the rapid expansion of the digital domain in society, we aim to connect the Internet and the real world more seamlessly through payments, and to enable all people to use technology to lead their daily lives safely, securely, and more comfortably.
We are aiming for such a society, and we would like to work together to address the various problems faced by people everywhere and move toward the next stage.
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