Customer Care Operations Specialist

Job Description:

Customer Care Operations Specialist – Contract – 12-Months

Rakuten Kobo

Here at Rakuten Kobo Inc., our mission is to make reading lives better. We stand for readers. We also stand for our employees - from interns and co-ops to permanent staff – and support their growth and development. Whether you are a student at the start of your career or a professional carving a different path, our early career opportunities are built with you in mind-with experiences tailored to your individual skills and interests.

We offer a start-up environment, interesting and engaging work within the technology and publishing industries, and a group of friendly and talented individuals. Additionally, our employees rank us highly in terms of commitment to work-life balance and a company culture committed to caring for our employees.

If you are looking for a company that inspires passion and personal and professional growth, come join Kobo and come help us make reading lives better.

The Role:

Rakuten Kobo Inc. is looking for Customer Care Operations Specialist to join our Customer Care Operations team for 12 months starting June 2024! The team is comprised of many highly talented enthusiastic individuals who ensure the services and offerings from Kobo are available to both internal and external customers.

Reporting to the Senior Manager, Customer Care Operations, the Customer Care Operations Specialist will play a pivotal role in elevating the customer experience to new heights. In this position, you will collaborate closely with our call center and internal teams, to deliver exceptional support and driving continuous enhancements across our customer care operations.

Responsibilities Include: 

• Efficiently handle escalations from both internal and external customers, ensuring timely and effective resolutions.
• Quickly resolve identified issues, escalating more complex situations to the appropriate teams for swift action.
• Monitor and report on crucial customer service metrics, spotting and acting on emerging trends.
• Actively participate in team meetings, sharing insights on trends and working together to find innovative solutions.
• Assess and refine processes to reduce redundancy, enhance efficiency, and fortify relationships.
• Offer advice and recommendations to enhance overall customer satisfaction, carefully balancing company policies with customer benefits.

The Skillset:

Required:

• Exceptional problem-solving ability.

• Strong verbal and written communication skills.
• Excellent interpersonal skills, including the ability to interact and influence at all levels of the organization.
• Ability to identify needs, prioritize, and deliver on requests with limited supervision in a fast-paced environment.
• Prior experience in customer service, especially in eCommerce, is highly valued.
• Familiarity with Microsoft Office is required and experience with customer service ticketing systems is preferred.
• Ability to communicate in multiple languages would be an asset.

Nice to Haves:

• The ability to speak a second language in addition to English; preferred languages include Dutch, French, Italian, Portuguese, and Turkish.

The Perks:

• Hybrid working environment.
• Daily lunch credit when working in-office.
• Dog-friendly office.
• Free Kobo device + free weekly e-book or audiobook.
• Weekly Kobo Tech University sessions.
• Learning opportunities, including job shadowing, courses, networking, etc.
• Four extended long weekends in the summer

About Rakuten Kobo Inc.

Owned by Tokyo-based Rakuten and headquartered in Toronto, Rakuten Kobo Inc. is one of the most advanced global ecommerce companies, with the world’s most innovative eReading services offering more than 7+ million eBooks and audiobooks to 30+ million customers in 190 countries. Kobo delivers the best digital reading experience through creative innovation, award-winning eReaders, and top-ranking mobile apps.

Kobo is a part of the Rakuten group of companies. #RKIND

Accommodations and Accessibility

Rakuten Kobo Inc. is an equal opportunity employer. Accessibility accommodations for candidates with disabilities participating in the selection process are available on request. Any information received related to accommodation needs of applicants will be addressed confidentially. Please reach out to our Employee Experience team via the email below if you require any accommodations.

Questions

If you have any questions about this role or other opportunities, please reach out to Andrew McNabb, Early Careers Recruiter at [email protected] .

Next Steps

If you want to learn more about Rakuten Kobo, you can find additional information on our internship and co-op opportunities here and learn what it is like working at Rakuten Kobo here . Please feel free to explore our Glassdoor and LinkedIn profiles as well to learn more about our organization.

Rakuten Kobo would like to thank all applicants for their interest in this role. Please note however that only candidates who are shortlisted for an interview will be contacted. Please feel free to reach out if you wish for an update after applying.