Customer Care Associate

Job Description:

Job Description

Here at Rakuten Kobo Inc. we offer a casual working start-up environment and a group of friendly and talented individuals. Our employees rank us highly in terms of commitment to work/life balance. We realize that for our employees to be innovative, creative, and passionate they need to feel supported and valued.

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

The Role

Rakuten Kobo Inc. is looking for a Customer Care Associate to join our Customer Experience team. The Customer Care Associate will organize and respond to direct customer escalations from the call centre and track, prioritize and support the resolution of issues within the Customer Experience team.

Responsibilities

• Respond within agreed timelines to escalations raised by internal and external customers.
• Resolve any/all identified issues promptly and escalate concerns to management as appropriate to ensure timely awareness of any material concerns.
• Keep management informed on issues and problems
• Ensure adherence to policies and established procedures etc.
• Continuously evaluate and identify opportunities to drive process improvements that positively impact the Kobo customer experience.
• Participate in weekly team meetings to discuss trends (both known and emerging) and contribute to a collaborative team approach to sourcing solutions.
• Identify opportunities to streamline processes, eliminate redundancy, and strengthen relationships.
• Providing advice and suggestions to improve the customer experience.
• Maintain a balance between Kobo policies and Customer benefits in decision-making.
• Continuously evaluate and identify opportunities to drive process improvements that positively impact the Kobo customer experience.

Required Skillset

• Minimum of one year working in the customer service industry and strong understanding of customer escalations.
• Strong problem-solving skills
• Strong oral 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
• Basic knowledge of Excel
• Second language would be an asset

The Perks:

• Flexible hours and remote working environment
• Full benefits starting from your first day
• Paid Volunteer days, unlimited sick days, and 3% RRSP matching
• Monthly commuting allowance and internet allowance
• Flexible health spending account
• Talent and development training budget
• Free Kobo device + free weekly e-book or audiobook
• Weekly Kobo Tech University sessions
• Maternity/paternity leave top up

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 6 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.

Kobo 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.

Kobo would like to thank all applicants for their interest in this role however only qualified candidates will be shortlisted.