Member Services Representative

Job Description:

Rakuten International is a division of Rakuten Group, Inc., a Japanese global technology leader in services that empower individuals, communities, businesses and society. Headquartered in San Mateo, California with more than 4,000 employees worldwide, the Rakuten International business portfolio includes market leaders in e-commerce, digital marketing, advertising, communications and entertainment. We create products and services that provide exceptional value by aligning members and the businesses that want to engage them in a shared community.

Rakuten is a leading shopping platform that offers Cash Back on purchases from all your favorite brands. By partnering with thousands of brands in apparel, health and beauty, dining, grocery, travel, on-demand services, subscription boxes and more, Rakuten helps members save and get more on everyday purchases. Since its founding in 1999, Rakuten has become the largest and most rewarding shopping experience, and its members have earned $4.6 billion in Cash Back just for shopping through Rakuten. For more information, visit 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.

Key Responsibilities:
• Answer and resolve customer phone calls and document summary notes about calls.
• Review support requests and clarify customer complaints.
• Determine cause of problems.
• Update customer accounts and records according to customer issues.
• Select and explain the best solutions to solve problems.
• Communicate with the team and others in the company to solve problems as needed.
• Expedite corrections or adjustments.
• Follow-up to ensure resolutions.
• Recognize, document and alert manager of trends.
• Recommend process improvements.
• Provide on-the-job training for new employees.
• Coordinate with merchant affiliate networks.
• Extend valued member bonuses in cases of Cash Back denials.
• Follow-up to ensure resolutions.

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:
• 2+ years customer service experience required
• High School Diploma or Equivalent required
• Bachelor’s Degree or Equivalent preferred

At the time of posting, Rakuten expects the hourly rate for this role will be 16/hr. Individual compensation will vary based on job-related factors, including the skills, qualifications, and experience of the successful candidate as well as business need and geographic location.

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

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.