Tina
Bachelor of Business Administration
Joined in 2014
Vice Division Manager
Shop & Customer Service Division
Rakuten Mobile
What are your current responsibilities?
In my role at Rakuten Mobile’s Customer Service Department, I am responsible for overseeing responses to all customer inquiries. My responsibilities encompass quality control, website user flow analysis, creating customer support pages (FAQs, etc.), managing the contact center and handling inquiries through phone, chat and email. Since January 2023, I’ve served as the Shop & Customer Service Division’s vice division manager, managing a team of 200 Rakuten Mobile members and 300 contact center staff. This leadership role has given me valuable opportunities for career advancement. I am dedicated to collaborating with my teams to provide the best possible customer service amidst evolving roles and work environments.
What aspects of your job make you feel like you’re being useful to customers and wider society?
I want to contribute to society by providing new value. To achieve that, I am consciously focused on thinking outside the box. Rakuten’s mission is “empowering people and society through innovation and entrepreneurship,” and that mission resonates strongly with my colleagues and me. By strengthening my capabilities, I aim to create new value to empower society. For instance, Rakuten Mobile’s entry into the mobile business has significantly impacted society in a positive way by reducing mobile fees. Bringing change to society through our business is one of the unique and rewarding aspects of working at Rakuten Group.
How do you feel you’ve grown and developed since joining Rakuten?
Since joining Rakuten, I’ve developed a mindset of approaching new challenges without hesitation, developing resilience and flexibility to respond to any issues effectively. I see each challenging task as an opportunity for personal growth.
I have also taken the opportunity to improve my skills and develop my career through the Internal Open Position System. Having worked in Rakuten Ichiba for six years, I transferred to a Rakuten Mobile team responsible for the construction of mobile phone base stations and got to experience launching a project in Germany for the Rakuten Symphony. In January 2023, I took charge of the Customer Support Department, navigating rapid changes in the working environment. Amidst dynamic changes in the working environment, I’ve been entrusted with roles that allow me to demonstrate discretion in decision-making, showcasing my growth, regardless of my experience or tenure. My journey at Rakuten has influenced my professional development significantly.
What do you keep in mind in the course of your daily work?
Two key principles guide my daily work. The first is to build trust with the people I deal with. When transferring from Rakuten Ichiba to Rakuten Mobile, I had to collaborate on new projects with people I was unfamiliar with. Acknowledging the complexities of building a project from scratch, I’ve learned that establishing trust with the people around me before collaborating is the key to successful project outcomes.
The second guiding principle is to adhere to one of Rakuten Group’s Five Principles for Success: “Speed!! Speed!! Speed!!” The company moves and evolves at a relentless pace. In such an environment, I need to always be aware of how my decision-making and actions can impact the progress of subsequent tasks. To ensure seamless progress, I am constantly focused on making optimal decisions and taking action in a timely manner, mindful of the need to avoid hindering the flow of tasks within this fast-paced environment.
SCHEDULE
- 7:30
- My motto is “Arrive at work early and leave early.” I use the morning hours to organize my thoughts before I get busy with meetings and team discussions.
- 9:00
- I attend morning meetings for the entire Shop & Customer Service Division. The meetings ensure everyone stays up to date on the latest information.
- 10:00
- I attend meetings with each of the sections and departments within the Shop & Customer Service Division to swiftly respond to reports and queries to keep projects moving forward.
- 12:00
- I usually have lunch alone and take coffee breaks at the office café.
- 13:00
- I participate in meetings with various departments at Rakuten Mobile, ensuring alignment on new service launches and gaining insights about related issues.
- 15:00
- I use the time when I’m not in meetings to check chat messages and emails. I also respond to requests and queries from various departments and teams.
- 18:00
- After work, I enjoy conversations over dinner with a diverse range of Rakuten employees.
*This article is based on information provided at the time of the interview.
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- Applications Engineer
- Infrastructure Engineer
- Data Scientist / Researcher
- Security Engineer
- Information Security / Privacy Governance Specialist
- Technology Management
- Product Management
- Development Support（Q&A, etc.)