Contact Center Planning and Operation(Assigned to Fukuoka)- Business Operation Planning Division [Rakuten Payment]

Job Description:

This job offer will initially be assigned to our Fukuoka base, but there is a possibility that you will be transferred to Tokyo over the next few years.

■Mission

We plan and operate the contact center for services such as Rakuten Point Card, Rakuten Edy, Rakuten Cash, Rakuten Pay, and others provided by our company. Utilizing new perspectives and methods based on the latest trends of customer experience (CX) and AI, we strive to expand the possibilities of the contact center. Leveraging the strength of direct interaction with customers, we work towards enhancing customer satisfaction based on their feedback and contribute to service improvement and business growth.

■Department Introduction/Organizational Structure

We handle daily customer inquiries and is dedicated to understanding and addressing the increasingly diverse and sophisticated needs of our customers. We engage in planning and proposing solutions to address various issues and ensure effective problem-solving.

Going beyond just inquiry handling, we also focus on knowledge management, including rule establishment to provide customers with a sense of security when using our services and the construction and operation of FAQs to tackle challenges. With a comprehensive perspective, we aim to create a multifunctional contact center operation that explores new solutions.

Additionally, we analyze potential needs based on customer feedback and play a crucial role in conveying customer voices to the service planning department, contributing to the delivery of better services.

■Background of recruitment

With the government's policy to achieve a 40% cashless ratio in Japan by 2025, the country is currently witnessing a rapid shift towards cashless transactions. Our company's cashless business services are already beloved by many customers, but to achieve further growth and ensure long-term use, it is essential to enhance and diversify our contact center capabilities.

To accomplish this, we need to welcome new members with various ideas and solutions, enabling us to elevate the quality of our contact center services and improve the convenience of the services we offer. By embracing these changes, we aim to meet the evolving needs of our customers and contribute to the ongoing advancement of the cashless society in Japan.

■Specific Job Descriptions

In 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.

Languages:

English (Overall - 1 - Beginner), Japanese (Overall - 4 - Fluent)