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    Singapore VIKI PRIVATE LIMITED Full time

    Roles & ResponsibilitiesRakuten Group, Inc. is the largest e-commerce company in Japan, and the third-largest e-commerce marketplace company worldwide, with over 1.5 billion registered users worldwide. The Rakuten brand is recognized worldwide for its leadership and innovation, and provides a variety of consumer and business-focused services including...

Customer Experience Operations Specialist

4 weeks ago

Singapore VIKI PRIVATE LIMITED Full time
Job Description:
Rakuten Viki is seeking a highly skilled Customer Experience Operations Specialist to join our team in Singapore. This role offers the opportunity to shape the future of online video and social entertainment for millions of fans worldwide.

About Rakuten Viki:
Rakuten Group, Inc. is the largest e-commerce company in Japan and the third-largest e-commerce marketplace company worldwide. We provide a variety of consumer and business-focused services including e-commerce, e-reading, travel, banking, securities, credit card, e-money, portal and media, online marketing and professional sports. Our global operations span across Asia, Western Europe, and the Americas.

Key Responsibilities Include:
  • Oversee customer service operations related to platform issues on apps and web.
  • Work directly with the product team to ensure successful feature releases and report back on customer-facing issues.
  • Able to file, triage, manage and follow up on bug reports independently.
  • Collate customer feedback and keep up-to-date with environment and market trends to inform service development.
  • Produce reports that combine relevant data to facilitate understanding of main issues.
  • Assist with the creation of new workflows and communication plans.

Requirements:
  • Minimum of 3 years experience handling customer tickets and complaints.
  • Good understanding and working knowledge of platforms like Zendesk, Asana, etc.

Salary Estimate:
We estimate the salary range for this position to be around $80,000 - $120,000 per annum, depending on qualifications and experience. Please note that this estimate is based on industry standards and may vary depending on individual circumstances.

Benefits:
Rakuten provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type. We consider 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.