Job Description:

Rakuten International oversees 7 businesses with over 4,000 employees globally. The brand is recognized for its leadership and innovation in e-commerce, digital content, advertising, entertainment and communications, bringing the joy of discovery and access to more than 1 billion members across the world. Our teams deliver on the company’s mission to delight merchants and customers through innovation, optimism, and teamwork.

Rakuten Rewards is a leading e-commerce company that enhances the way people shop by offering Cash Back, deals and rewards from more than 3,500 merchants. Founded in 1999, Rakuten has grown to become the go-to shopping destination for consumers, having paid out nearly $2 billion in Cash Back to its 15 million members. The company also operates ShopStyle, a leading fashion discovery destination, and Cartera Commerce, a top rewards platform for airlines and banks. For more information, visit www.rakuten.com.

As part of our Member Services team, you will be responsible for providing a variety of services to online shoppers through application of knowledge of our organization, its services and products, while using patience, professionalism and optimism with each member. You are expected to resolve problems by clarifying customers’ requests, questions, and complaints.  You will analyze situations in order to determine the best use of resources and maintain customer records by updating account information.

RESPONSIBILITIES:

-Daily-

• Answer and resolve customer phone calls and document summary notes about calls.

• Review support requests and clarify customer complaints.

• Determine cause of problems.

• Update customer accounts and records according to customer issues.

• Select and explain the best solutions to solve problems.

• Communicate with the team and others in the company to solve problems as needed.

• Expedite corrections or adjustments.

• Follow-up to ensure resolutions.

-Periodically-

• Recognize, document and alert manager of trends.

• Recommend process improvements.

• Provide on-the-job training for new employees.

• Coordinate with merchant affiliate networks.

• Extend valued member bonuses in cases of Cash Back denials.

• Follow-up to ensure resolutions.

QUALIFICATIONS:

• Working knowledge of computer systems, email programs, and internet navigation

• Ability to respond to customer inquiries with a high degree of professionalism and accuracy

• Excellent communication skills, both verbal and written

• Strong word processing and typing skills, including a working knowledge of MS Word and Excel

• Proficient problem-solving ability

• Ability to organize and prioritize multiple tasks

• Accuracy with language and numbers

• Persistence, determination, and a firm but friendly manner

• Experience using customer relationship management (CRM) software preferred

• Customer service experience in the high tech/internet industry preferred

MINIMUM REQUIREMENTS:

• 2+ years customer service experience required

• High School Diploma or Equivalent required

• Bachelor’s Degree or Equivalent preferred

Five Principles for Success
Our worldwide practices describe specific behaviors that make Rakuten unique and united across the world. We expect Rakuten employees to model these 5 Shugi Principles of Success.

Always improve, Always Advance - Only be satisfied with complete success - Kaizen
Passionately Professional - Take an uncompromising approach to your work and be determined to be the best
Hypothesize - Practice - Validate – Shikumika - Use the Rakuten Cycle to succeed in unknown territory
Maximize Customer Satisfaction - The greatest satisfaction for our teams is seeing their customers smile
Speed!! Speed!! Speed!! - Always be conscious of time - take charge, set clear goals, and engage your team

Rakuten provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type. Rakuten considers applicants for employment without regard to race, color, religion, age, sex, national origin, disability status, genetic information, protected veteran status, sexual orientation, gender, gender identity or expression, or any other characteristic protected by federal, state, provincial or local laws.