Customer Center Operation - Energy Division

Job Description:

Business Overview

Rakuten is Japan's largest marketplace and Internet ecosystem, offering a wide range of more than 70 services, including e-commerce, travel, banking, fintech, food delivery, golf, insurance, instant messaging, and mobile networking. Rakuten offers more than 140 services worldwide, of which Communications & Energy Company is the division that operates the cell phone business and other telecommunications and electric energy-related businesses.

Please see below for a list of Communications & Energy Company's services*.

https://corp.rakuten.co.jp/about/company/communications_energy.html

Department Overview

As a retail electricity provider of the Rakuten Group, Rakuten Electricity provides "Rakuten Denki," an electricity service for general households, and "Rakuten Gas," a city gas service. Rakuten Electricity is expanding its services to become the No. 1 new electric power company by providing a safe, convenient, and affordable experience close to its users.

The service features a simple design with a basic charge of zero yen and a single metered charge based on the amount of electricity used, instead of the complicated and difficult electricity rate plans of the past. The service allows customers to receive Rakuten points based on their electricity bills and to pay their electricity bills with the points.

Furthermore, the digitization of the energy field is expected to continue in the future, including the digitization of electricity meters, the development of mobile communication technology, and the spread of IoT and AI. With the spread of distributed power resources such as solar power generation, storage batteries, and electric vehicles, virtual power plants (VPPs) can be used to control and optimize power supply and demand, bundle power sources generated by each household, and mutually trade power. I can also imagine a future where this is done. Against this backdrop, we aim to establish a new power platform by leveraging Rakuten Group's IT technology and big data.

Position:

Why We Hire

Recruitment of additional staff.

From 2023, we will select the service development of the business and focus on the points where Rakuten Group's strength of personalized x online can be demonstrated, and the business scale is several tens of billions of yen with stable revenue growth in 2023 and 2024.

Position Details

- Charge of the operation of customer center in Rakuten Group's energy business.

Specifically

- Operation management of outsourcing partners, escalation handling, etc.

- Operation automation and flow review

- Analysis of current issues, investigation, planning and implementation of solutions

- Preparation of various documents, reports and proposals

- Rewarding/Attractive

Rakuten Energy's business scale is still in the tens of billions of yen.

You will be able to be involved in major decision-making that will affect the coming years in the Rakuten Group's future important domain of energy.

Work Environment

- Customer Center Team

Number of people: 4

Composition: Men and women in their 20s-40s

All are mid-career hires, some with no experience in the energy industry

Including outsourced call centers, there are 40 people.

Mandatory Qualifications:

- Experience in BtoC customer center operations or managing customer response teams (40+ people)

- Experience in business improvement

- Experience in qualitative and quantitative analysis

Desired Qualifications:

- English language skills

- Electric power industry experience

Others Information:

Additional information on Secondment

After joining Rakuten Group, Inc. you will be transferred to Rakuten Mobile, Inc.

#business #customersupport   #communicationsandenergy #RakutenEnergy