The Rakuten Group offers over 70 diverse services globally, spanning E-commerce, travel, and digital content, as well as FinTech services such as credit cards, banking, securities, electronic money, and smartphone payment apps. We also provide mobile carrier services and operate professional sports teams. By organically connecting these services through our membership program, centered on Rakuten members, we have built a unique and unparalleled “Rakuten Ecosystem.”
Under the Rakuten Group’s mission to “empower people and society through innovation,” the Commerce & Marketing Company operates a wide range of core services, including Rakuten Ichiba, Rakuten Travel, Rakuten Books, Rakuten Fashion, Rakuten 24, Rakuten Mart, and various media services.
Our department oversees and manages Customer Support (CS) operations across all businesses and services within the Commerce Company. We are committed to maximizing efficiency and service quality by not only optimizing individual CS operations but also managing and improving our CS framework holistically across the entire organization.
Furthermore, we analyze the diverse needs and challenges of our customers—gathered from extensive interaction logs and Voice of Customer (VOC) data—to provide actionable insights. By doing so, we drive improvement initiatives for each service and business, directly contributing to the growth and success of the Rakuten Group.