Employee Spotlight : Reiko Akiyama

“I could change and evolve myself at Paidy”

What is your current position and role?

I am the manager of Customer Support Team in Operation Division. My team is responsible for inquiries from customers responding in real time. We handle around 20 thousand emails in a month in the team. The inquiries are mostly about how to use the app, make payments and change the registered information. We received many inquiries from elderly customers so that we are trying to be always considerate, polite and simple while corresponding to the customers. In addition, we cooperate with Risk & Analytics division and other teams in terms of the trend of customers’ inquiries.

What has been the most fulfilling moment for you so far?

It is the establishment of the call center with a third party provider. Initially my team had managed all inquiries from customers, but as the business and the customer base grew, we came up with the opportunity to initiate the project to respond to customers in a timely manner. I developed the flows to smoothen the communication between the customer and the center as well as encouraging measures which enables customers to resolve issues themselves without waiting for the response from us. Throughout the project, I could feel that the company is growing the business steadily and continuously. I’m proud that I became more knowledgeable about customers than any other members in Paidy. 

What aspects of Paidy’s culture have been the most attractive for you?

There is an environment which allows me to speak up my opinion proactively. If my idea was wrong, I can simply get honest feedback from my colleagues. Also we oftentimes exchange positive feedback and appreciations as well as providing constructive advice when requested. Thanks to this environment, I can focus on my priorities without wondering unnecessary conflicts. It also helped me improve the speed of making decisions.

How have you grown yourself at Paidy until today?

I was not good at expressing my feelings and ideas earlier, but I could change and evolve myself to be franker and more proactive for it under such an environment in Paidy. I can straightforwardly share my thoughts on customer support and the voice from customers and feel that my idea is actually respected.

Please give a message to those who are considering joining Paidy.

It is exciting to witness and drive the growth of the service and organization continuously from inside. I believe those who would appreciate feedback from others while having his/her own feelings and ideas would fit Paidy very well. Also, many colleagues seem to be focusing both on work and private in good balance. Let’s enjoy together!

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