Job Description:
Business Overview
Rakuten Group's mission is "To empower people and society through innovation." Within this mission, Rakuten Travel stands as one of Japan's largest accommodation booking sites, offering diverse and appealing services that cater to a wide range of travel needs. The dynamic business development, leveraging Rakuten Group's strong customer base and technology to bring innovation to the travel industry, is a significant attraction.
Department Overview
The Customer Solutions Office (CSO) consists of three groups that support customers and service providers and drive Net Promoter Score (NPS) for the travel business. Under the philosophy of "Maximize Customer Satisfaction," the mission of the travel business, the CSO embraces "Be the customer," empowering and supporting end-users and service providers who are customers of the Rakuten Travel business every day.
Position:
Why We Hire
The CS Operation Group serves as the head office function for end-user support operations, handling secondary escalations from call centers, building operational frameworks, and contributing to the travel business through quality improvements based on customer feedback. We are seeking a candidate with the ability to resolve all types of customer inquiries and demonstrate strong, capable leadership. Data-driven improvement proposals and execution, along with CX transformation utilizing automation and AI, are key to the next phase of growth.
Who We Are Looking For:
We are seeking an individual who is passionate about improving customer experience, possesses strong data analysis capabilities and leadership skills to motivate teams. The ideal candidate can act autonomously in complex situations, drive change, has a deep understanding of customer service, and management experience to pursue high service quality.
Appeal
- Attractiveness of Business/Organizational Phase
You can directly lead global-scale transformation initiatives to formulate and execute customer experience strategies for Rakuten Travel, a leader in domestic OTAs that continues to grow, including global expansion, thereby enhancing the travel experience for millions of travelers.
- Attractiveness of Discretion and Organizational Culture
You will have the discretion to autonomously promote a wide range of tasks, including communicating the customer experience mission and vision both internally and externally, providing guidance to CS vendors, and supporting the introduction of new products and policies. You will lead a high-performing team, supporting their growth and contributing to the organization through capability development and succession planning.
- Career Steps (Acquired Skills and Career Path)
You can deepen your expertise in operations management within customer care while enhancing versatile skills such as leadership, project management, data analysis, and AI/automation technologies. Furthermore, there are opportunities for career advancement not only within the travel business but also across the diverse services of the Rakuten Group.
- Differentiation from Competitors (Attractiveness leveraging this business x Rakuten Group resources)
In the fast-paced e-commerce and travel industries, you can cultivate high adaptability and problem-solving skills by constantly taking on new challenges and proactively finding solutions.
Position Details
As an Assistant Manager candidate for the Rakuten Travel & Mobility Business CS Operation Group, you will manage the team alongside the Manager and Vice Manager. The team currently consists of 10 members, including employees and contractors. You will promote the customer experience mission and vision within a global travel platform, and through data-driven improvement proposals, create smoother and more valuable travel experiences for travelers.
Main Responsibilities
- Receive consultations on customer-related issues from junior members and make flexible, customer-centric judgments based on the organization's mission and policies.
- Effectively communicate the customer engagement mission and vision to internal and external stakeholders.
- Guide service personnel in conducting root cause analysis to identify reasons for fluctuations against customer experience trends and KPIs.
- Actively identify problems and improvement opportunities in Rakuten Travel's services, CS tools, and other teams, and lead improvement PDCA cycles to reduce traveler effort and improve efficiency.
- Actively contribute to the introduction and establishment of new services, operational policies, business processes, and tools.
- Supervise the implementation of policies and procedures, ensuring CS vendors consistently adhere to them.
- In the event of human error at a CS vendor, personally investigate the root cause, propose risk mitigation measures, and coordinate with relevant parties.
- Provide practical service improvement proposals based on Voice of Customer (VoC) analysis, offering specialized knowledge and deep insights to cross-functional teams.
- Support the construction of a framework to ensure changes are understood and reinforced, and effectively communicate team expectations and vision.
- Prioritize, plan, and promote initiatives to improve mission-critical metrics such as customer satisfaction (CSAT), service levels, automation quality, productivity, cost efficiency, and employee/agent engagement.
- Collaborate closely with product, engineering, data, marketing, strategic partnerships, partner services, finance, legal, and other internal teams to ensure CS can support new business and product initiatives.
Work Environment
Organizational Structure
- Group size: 10 members
- Age range: 20s to 50s
- New graduate/Mid-career ratio: 4 new graduates, 3 mid-career hires, 3 contractors
Average Overtime Hours
a maximum of approximately 45 hours
Background of Mid-career Hires
- SV experience in multilingual call centers
- Overseas experience in the hotel industry
- Quality control experience at BPO sites
Career Path Examples of Successful Mid-career Hires
- Promoted to Assistant Manager 1.5 years after joining, then to Manager 1 year later.
- Transferred from the operations group to the planning group 2 years after joining for skill development.
Mandatory Qualifications:
- 3+ years of experience in customer support or the hospitality industry
- Experience in quality improvement activities
- Experience utilizing AI
Desired Qualifications:
- Experience managing a team of 2 or more people
- Project leadership
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
- Benefits:https://corp.rakuten.co.jp/careers/benefit/
- Recruitment Information:http://corp.rakuten.co.jp/careers/information/ * Employment type is detailed
- Rakuten Culture:https://corp.rakuten.co.jp/careers/culture/
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