About this Operations Staff (Inquiry and Incident Handling), Contract Employee - Store AI Solution Section, Incubation Office, Incubation Business role at Rakuten
Job Description:
Business Overview
Rakuten Group offers more than 70 services in Japan and overseas, including internet services such as e-commerce, travel and digital content; fintech services such as credit cards, banking, securities, electronic money and smartphone payments; mobile services including a mobile carrier business; and professional sports. By organically connecting these services through a membership centered on Rakuten members, we have built a unique "Rakuten Ecosystem."
* Rakuten's business in numbers
https://corp.rakuten.co.jp/careers/services/
Department Overview
The Incubation Division launches, develops and promotes new businesses within Rakuten Group. You can work in a start-up-like environment within the scale of a large company. It is an ideal environment for those who excel at taking things from 0 to 1 and want to take on challenges.
Store AI Solution Section launched its new service, "Rakuten Anshin Signage" (safety-signage.rakuten.co.jp), on June 4, 2025. We have only just started this business, aiming to establish a presence in AI camera analysis field, where market growth is expected to continue. It is an ideal environment for those who want to think for themselves and drive the business forward.
Position:
Why We Hire
Background Following orders from Rakuten Group companies, we are starting to provide multi-camera tracking (MCT) services. To deliver the service reliably, we are looking for operations staff who will keep daily inquiries, incidents, store additions and removals, and billing running smoothly.
Until the operations manuals are in place, the lead will sit with you and provide on-the-job training. Will you help us build the operation of a new service together as a team?
You will be involved from the stage when the operation of a new service is being set up, and can also take part in building manuals and knowledge.
During the start-up period the lead sits with you and provides on-the-job training, so you can learn the work with confidence.
On the front line of operating a service that uses AI cameras, you can gain broad experience from inquiry handling and incident response to first-level processing of billing and acceptance.
Position Details
As operations staff, you will keep daily inquiries, incidents, store additions and removals, and billing running smoothly, linking the external development partner with stores and Rakuten Group companies.
・First-level reception and triage of inquiries; coordination with the external development partner
・Incident escalation and confirmation of recovery
・Setup arrangements for store additions and removals (updating the store master)
・First-level processing of billing and acceptance
・Reconciling license and equipment usage
・Updating manuals, FAQs and knowledge
・Until the operations manuals are in place, the lead will sit with you and provide on-the-job training.
Work Environment
The Store AI Solution Section consists of the Sales, Data Analytics, Business Operation and PMO groups.
・Number of members:10-15
・Age range: Primarily in their 30s and 40s
・New graduates/mid-career ratio: Currently, all employees are mid-career hires
Members come from a variety of backgrounds, including major telecommunications, food wholesale, manufacturing, finance and consulting companies.
Mandatory Qualifications:
・At least 2 years of practical experience in IT operations, help desk or customer support
・Experience recording and tracking inquiries, such as with ticket management
・Ability to aggregate and report using Excel/spreadsheets
・Accuracy and thorough reporting, communication and consultation
Desired Qualifications:
・Experience in incident response for cameras and network equipment
・Checking operation logs with SQL/BI tools
・Understanding of retail and store operations
Other Information:
Additional information on Location
Rakuten Crimson House
1-14-1 Tamagawa, Setagaya-ku, Tokyo
Related Pages
・Employee Benefits: https://global.rakuten.com/corp/careers/benefit/
・Employee Conditions: https://global.rakuten.com/corp/careers/information/
・Culture: https://global.rakuten.com/corp/careers/culture/
#business #customersupport #AI #groupcompanydiv
Languages:
English (Overall - 2 - Intermediate), Japanese (Overall - 4 - Fluent)