Specialist, Cx

13 hours ago

Singapore Rekuten Global Full time

Job Description:
Rakuten 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 e-commerce, e-reading, travel, banking, securities, credit card, e-money, portal and media, online marketing and professional sports. The company is expanding globally and currently has operations throughout Asia, Western Europe, and the Americas.

Rakuten Viki is a premier global entertainment streaming site where millions of people discover and consume primetime shows and movies subtitled in more than 200 languages, by our community of fans. With billions of videos viewed and more than 1 billion words translated, Viki brings global entertainment to fans everywhere

We are looking for a Specialist, Customer Experience based in our Singapore office. This role offers the unique opportunity to shape the future of online video and social entertainment for Viki’s millions of fans around the world.

Key Responsibilities Include- Handle billing related escalations between Tiers- Oversee operations related to user retention, winback initiatives- Support the operations of the Billing Live Chat- Support the operations of requests from disputes- Assist in handling fraud-related cases- Review and handle escalations from Reclame Aqui- 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- Create or update knowledge base materials when needed

**Requirements**:
- Minimum of 5 years experience handling billing and payment related issues- Good understanding of platforms like Zendesk, Asana etc.
- 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._

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