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SalaryJob 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.
Job Summary:
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.
In this role, you will handle client inquiries through various communication channels promptly and courteously, ensuring accurate information delivery and exceptional customer service. You will inspect and troubleshoot client problems, providing basic technical support for the company's digital platforms, and managing client requests related to returns, services, and exchanges.
Key Responsibilities:
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.
Job Summary:
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.
In this role, you will handle client inquiries through various communication channels promptly and courteously, ensuring accurate information delivery and exceptional customer service. You will inspect and troubleshoot client problems, providing basic technical support for the company's digital platforms, and managing client requests related to returns, services, and exchanges.
Key Responsibilities:
- Handles client inquiries via telephone, email, chat or through other social media platforms in a courteous and timely manner, providing accurate and comprehensive information and delivering exceptional customer service.
- Gathers client concerns and complaints, striving to resolve issues to the client’s satisfaction while adhering to company policies and procedures.
- Inspects and troubleshoots client problems, taking ownership of issues and following through to ensure prompt and effective resolutions.
- Performs basic technical support for clients experiencing issues with the company’s website, mobile applications, or services, escalating more complex technical issues as necessary.
- Compiles client requests and tracks outstanding tickets related to returns, services, and exchanges that are in progress.
- Collects and relays client feedback to management, driving the continuous improvement of company products and service offerings.
- Documents client interactions, issues, and resolutions in the company's customer relationship management (CRM) system, ensuring accurate and comprehensive records for future reference.
- Communicates clearly and effectively with clients, colleagues, and other departments to facilitate a seamless customer service experience.
- Maintains an up-to-date understanding of the company’s product and service offerings to provide clients with relevant information and recommendations.
- Provides on-the-job training and assistance to new team members.
- Coordinates with merchant affiliate networks.
- Extends valued member bonuses in cases of Cash Back denials.
Qualifications:
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
- 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:
- 0-2 years Required
- 2-4 years Preferred
- High School Diploma Required
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
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.
