Member Shop Support Group - Shop Operation Section , Shop Operation Department

Job Description:

Department Overview

Rakuten Mobile promotes business growth and creates customer touchpoints through real-world channels, with shop operations at its core.
Our stores are not just places for signing contracts; they play a vital role in supporting the brand experience as the "front line of customer touchpoints," providing Rakuten Group services across telecommunications, finance, e-commerce, and more.
The mission of the Shop Support Group is to provide higher convenience and satisfaction to both store staff and the customers they serve by operating a call center that handles inquiries from store staff.
Furthermore, by analyzing the "voice of the customer," you will have the opportunity to go beyond administrative tasks and contribute to improving store quality and creating more attractive store operations.

Position:

Why We Hire

With the expansion of the Rakuten Mobile shop business, the number of stores is increasing, and further strengthening customer touchpoints in real-world channels has become essential.
To accelerate this business growth, we are looking for new team members.
In this position, you will primarily be involved in the management and operation of the call center and solving related issues, rather than communicating directly with customers at the stores.

Position Details

Common

- Planning and execution of improvement measures for the standardization and optimization of business processes

- KPI design, monitoring, and analysis in call center operations

- Planning, proposal, and promotion of projects involving internal and external stakeholders (outsourced vendors, relevant internal departments)

- Collaboration with relevant departments and development of inquiry resolution processes aimed at improving customer experience

Depending on your aptitude and experience, you will be assigned to focus on one of the following areas

Operations Management
- Oversight of escalation handling and ticket management from the center
- Coordination and collaboration with relevant departments to resolve and close cases
- Accumulation of knowledge (FAQs/manuals) and effective deployment/penetration to stores
- Response to incidents, compliance issues, and system failures, as well as the execution of BCP
Strategy & Planning Promotion
- Overall optimization of center operations based on KPI design and monitoring
- Optimal capacity management based on WFM and call volume forecasting
- Operation, maintenance, and improvement proposals for relevant systems
- System account management and cost management/budget optimization related to vendors and resources

Work Environment

Our team consists of one manager, two team managers, and eight members.
The team is composed of individuals not only from the mobile and call center industries but also includes many new graduates and those who joined without prior experience in these fields.

Mandatory Qualifications:

- At least 1 year of practical experience in a business company, proactively improving business processes from issue identification and goal setting to the execution of improvement measures
- Communication and active listening skills for collaborating with relevant departments
- Basic PC skills necessary for work, such as data aggregation using Excel and creating presentation materials in PowerPoint

Desired Qualifications:

- Knowledge of business processes (BPM, business flow creation, business analysis, etc.)
- Practical experience in call center management
- Experience in designing metrics and promoting initiatives within call center operations
- Experience in call center system operation and management
- Experience in introducing and operating external tools such as customer service tools or AI tools

Other Information:

Additional information on Location

Futako Tamagawa Rise Office or various branch offices

Additional information on Secondment

There are no plans for this at the current time.

Additional information on Transfer

Possibility of domestic/international business trips and transfers.

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Languages:

English (Overall - 2 - Intermediate)、 Japanese (Overall - 4 - Fluent)