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Mercari

Peer-to-peer mobile marketplace for secondhand goods

Workforce Management Specialist - Customer Service

Customer Experience & SupportConfirmed live in the last 24 hours
Full-timeMinato City, Tokyo, JapanNo salary listed

About the Job

Requirements

  • At least one year of RealTime Management or Workforce Management experience in a business, BPO, or customer support setting.
  • Experience structuring issues based on data, involving stakeholders, and advancing improvement proposals and decision-making.
  • Skills in numerical analysis, reporting, and creating simulations using Excel or Google Sheets.
  • Japanese proficiency at CEFR C1 is required.

Responsibilities

  • Validate the accuracy of incoming-contact forecasts and the planning assumptions, including operational team productivity and plan factors.
  • Evaluate forecast accuracy, analyze causes of deviations between plans and actual results, and provide feedback to relevant teams.
  • Manage staffing allocations based on capacity plans and communicate with operations teams and outsourcing partners.
  • Adjust work shifts and break times for internal operations teams.
  • Aggregate actual operational KPI results, evaluate and analyze accuracy, and provide feedback to operations teams.
  • Establish operating rules for tools that aggregate operational results and manage their use within operations teams.
  • Manage real-time operations for chat inquiries and communicate with operations teams.
  • Track email inquiry progress in real time and control resource allocation.

Desired Qualifications

  • Practical experience incorporating generative AI or similar tools into work to improve operations or deliver results.
  • Experience or knowledge in Workforce Management or RealTime Management across multiple locations and vendors, including BPO providers.
  • Experience extracting, visualizing, and analyzing data using SQL, BI tools, or Looker.
  • English proficiency at CEFR A2 is welcomed.

About the Company

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Mercari

Peer-to-peer mobile marketplace for secondhand goods

Mercari operates a mobile peer-to-peer marketplace for buying and selling secondhand goods. Users list items by taking photos in the app, and buyers complete purchases there, with payments held in escrow until receipt is confirmed. Revenue comes from seller fees (10% in Japan; 10% plus 3.6% buyer protection in the US), plus Merpay payments and promoted listings, plus shipping partnerships for integrated delivery. The platform differentiates itself through a simple mobile experience, escrow and buyer protection, shipping integration, and a broader marketplace including Mercari Shops for sellers, with a goal of extending product life and supporting a circular economy.

Company size
1,001-5,000
Company stage
IPO
Headquarters
Tokyo, Japan
Founded
2013

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