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 Advertising provides advertising technology and consumer insights to the world's leading brands and retailers. Working with agencies and brands around the world, Rakuten Advertising unites technology, client strategy and consumer insights to deliver advertising experiences that drive increased brand awareness and marketing performance. With access to Rakuten's diverse media properties and audiences, combined with an award-winning performance network and proprietary consumer research, Rakuten Advertising creates the right conditions to reach new customers and sustain long-lasting loyalty.
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Job Summary:
The Senior Customer Support Specialist is a critical role within our organization, responsible for providing advanced support to our customers and ensuring their satisfaction. This position requires a deep understanding of our products, services, and processes, allowing the Senior Customer Support Specialist to handle complex inquiries and effectively address customer concerns.
Responsibilities include managing escalated customer issues, providing guidance and solutions to resolve their problems in a timely manner. The Senior Customer Support Specialist will collaborate closely with cross-functional teams, such as sales, product, and engineering, to ensure a seamless customer experience and drive continuous improvement in our support processes.
Key Responsibilities:
Business Initiatives
- Work with other support teams (Tier 2, Education) to ensure appropriate product and process knowledge is shared across the larger support team.
- Support company and Rakuten group people initiatives as well as process improvement and automation.
- Establish and maintain relationships with tech teams responsible for major technology platforms and initiatives and ensure that support needs are addressed with both new product development and ongoing product life-cycle efforts.
KPI's and Reporting
- Compile and provide reports on a weekly and monthly basis
- Maintains and can speak to KPI's to upper management.
- Ensure best-in-class support outcomes - CSAT, first response time, and resolution times to drive continuous improvement, etc.
Day to Day Operations
- Responding to customer queries in a timely and accurate way
- Managing escalated customer issues
- Identifying customer needs and helping customers use specific products and features
- Document, investigate, triage, and report to technical team, system bugs and issues through our issue tracking system.
- Monitor issue status to closure ensuring compliance to set SLAs
- Feed into customer education initiatives.
- Active participant in process improvement and automation initiatives
- Work closely with product team members to improve systems and make enhancements to our products for our customers.
- Effectively communicating complex technical concepts and principles with a wide ranging technical and non-technical audience.
- Maintain knowledge and understanding of Rakuten Marketing tracking solutions and services
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.
- Experience with Microsoft Office (Word, Excel, Powerpoint, and Outlook).
- Good organizational, multi-tasking, and time-management skills.
- Strong analytical and organizational skills
- Excellent written and verbal communication skills
- Ability to interface with multiple teams and multiple levels of management
- Strong commercial awareness; understands the impact of decisions on Company's short and long-term goals; shows good judgement
Desired Skills
- Experience with ecommerce and online advertising desired
- Familiarity with Jira and Zendesk ticketing platforms
- Experience with web debugging tools
Minimum Requirements:
- University degree or equivalent professional experience.
- 2+ years' experience with a mix of customer and technical support in the web domain utilizing structured tools and methodology
#LI-RM14
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