Customer Service at Mercari
At Mercari, we take challenges every day in order to fulfill our mission to “Circulate all forms of value to unleash the potential in all people.” To achieve this mission, we need our marketplace app to growth further. Being directly connected to the users’ voices, Customer Service works on maintaining a service allowing for safe and secure transactions, along with arranging systems to solve users’ issues seamlessly and without causing any stress. One example of this is the fact that Customer Service operates 24 hours a day, 365 days a year to remove items and accounts that violate the terms of use. In the unlikely event that a rule-violating item or account is registered, we use technology to delete it as quickly as possible, before users come in contact with it. Of course, we do more than simply respond to users’ voices. We also provide feedback to product managers, engineers, and new business developers, helping make improvements to the product. This is a position where one can make a major impact through not only user interactions, but also by making proposals and implementing improvements using business, service, and market perspectives. Customer Service contributes to the product by exploring user needs, thinking of solutions, and implementing them.
Bold Challenge
Big Impact
Creating world-class services, organizations, and mechanisms
The Mercari app has grown into a service used by more than 20.00 million people every month, but there’s still enormous potential out there. It is estimated that over 36 million people in Japan know of Mercari and are interested in listing items. This means that our service is one that is influenced by the voices of our huge number of users. It certainly would not be an understatement to say that the users’ voices helped Mercari grow into the service it is today. A single user’s voice has the potential to turn into an idea capable of solving a major problem. Because of this, Customer Service positions offer the chance to have huge impacts on the entire product.
Micro Decision
Taking ownership, making decisions, and taking action in an evolving organization
Mercari’s ideal Customer Service Team is a coordinated and flexible organization where each individual can take ownership of their work and make their own decisions. The first thing people often think of when they hear “Customer Service” is something like a call center. In Mercari’s case, however, this position requires individuals to utilize their skills to find and solve problems. We use user feedback to find ideas for solving current issues, and proactive propose and share those ideas. Great ideas are quickly shared with executives, and later reflected in the product. We also utilize technology like AI and machine learning to raise our work efficiency, and devise ways to help people focus on creative work. By being the first ones to take action, we can not only increase our work’s accuracy but also encourage our individual members’ growth.
Diversity & Inclusion
Working to achieve our mission in a strong team leveraging each individual’s skills and diversity
Mercari aims to “Circulate all forms of value to unleash the potential in all people”, and we place a strong emphasis on diversity in our organization and team members. We aim to have a diverse group of members work together to develop a world-class product. In addition to the Customer Service team, the organization has established a unique structure that includes a team of project managers who work on the product, a team that works with the Machine Learning Team to develop the CS Tool, and a team that delivers user feedback to the company. The organization consists of members from a wide variety of backgrounds, including engineering, consulting, and design. Having this diversity helps us take on challenges from various perspectives and create a conductive environment for discussions.
People
Mercari has people with diverse experiences and backgrounds working together to achieve our mission.
