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 headquarters function for end-user support operations, contributing to the Travel business by handling secondary escalations from the call center, building operational frameworks, and improving quality based on customer feedback. At Rakuten Travel, which continues to grow, improving efficiency and enhancing quality in the customer support domain are urgent priorities. In particular, automating operations, optimizing processes, and improving team performance are essential to delivering a better customer experience.
To drive this important mission forward, we are hiring a CS Data Analyst who can identify issues based on data and design and execute concrete solutions. The contact center—an important touchpoint with customers—along with the back-office operations that support it and the customer management processes, are critical areas that directly impact customer satisfaction. Large volumes of data are being accumulated daily across these areas, and we aim to further strengthen our capability to fully leverage this data to improve operational performance and optimize the customer experience.

Appeal of the business/organizational phase
In the continuously growing travel industry, you can contribute directly to the customer experience of one of Japan’s largest online travel agencies (OTA) with a global presence. You will be in one of the closest positions to customers and be able to engage in driving business growth.

The appeal of discretionary authority and organizational culture

It is an environment where optimal solutions can be pursued with flexibility from a customer-centric perspective. You can experience the Rakuten Group's entrepreneurial culture, rich in a strong culture of mutual cooperation and respect among stakeholders, where uncertainty and change are embraced, and rapid learning and improvement are achieved through experimentation.

Career steps (skills and career path you can gain)
By leading projects with global impact, you can acquire practical skills such as project management, data analysis, and low-code development.
Rakuten Group is actively promoting operational efficiency through AI solutions. There are many opportunities for people who can leverage advanced data analysis using tools such as SQL, Python, and Tableau to build data and mechanisms that drive quality improvement.
By collaborating with a wide range of stakeholders (Product, Engineering, technical teams, various teams within CSO, and external partners) and driving projects forward, you will further develop advanced communication and coordination skills.

Differentiation from competitors (the appeal of leveraging this business × Rakuten Group resources):
By leveraging Rakuten Group’s strong assets—such as its high level of trust and the Rakuten Points ecosystem—you can participate in large-scale customer experience transformation while earning customer support and loyalty that competitors cannot easily replicate.

Position Details

Within the CS Operation Group of Rakuten Travel & Mobility Business, you will focus on building a more data-driven approach as well as management and continuous improvement frameworks. The team currently consists of around 10 members, including full-time employees and contractors. Most members are responsible for operations for each of Rakuten Travel’s various services, addressing ad-hoc issues that arise within each service and improving day-to-day operational execution.
In this role, you will work proactively across services, collaborating closely with managers to analyze and identify mid- to long-term issues, form hypotheses, and deliver solutions.

Main Responsibilities
- Provide reliable, timely, and actionable insights on customer operations performance.
- Ensure automated, consistent, and high-quality reporting of customer and operational KPIs.
- Support the evaluation of operational initiatives, process improvement initiatives, and digital initiatives through data analysis.
- Contribute to continuous improvement of customer management processes through data-driven recommendations.
- Support advanced analytics and the development of AI-driven use cases within customer operations.

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

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:

- Experience in quality improvement initiatives/activities
- Experience leveraging AI solutions/tools
- Experience in data analysis
- Basic knowledge of statistics and/or machine learning

Desired Qualifications:

- Experience in project management for small to mid-sized projects
- Hands-on experience using Python for data processing and preprocessing
- Development experience with BI tools (Tableau, MicroStrategy, DOMO)
- Reporting for senior management/executives

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:https://corp.rakuten.co.jp/careers/information/ * Employment type is detailed
- Rakuten Culture:https://corp.rakuten.co.jp/careers/culture/

#business #customersupport #commerce #RakutenTravel