Schedule
Daily Tasks
What are your main responsibilities?
ZenPlus is a cross-border e-commerce mall that helps Japanese companies expand into international markets without the high start-up costs. While some Japanese sellers have experience in overseas sales, some are new to international transactions and are confused about the process.
Sellers complete transactions by shipping their products to our warehouse in Osaka. If there are any issues such as shipment errors or damaged items, the warehouse team notifies my team, and I coordinate for replacements. In cases where buyers report complaints, I step in to negotiate refunds or returns.
The Store Support team’s main role is to act as a bridge between sellers on ZenPlus and their customers. I handle a wide range of tasks, from assisting sellers store setup (via email, phone, or online meetings),and product registration, to resolving pre-shipping issues, and post-shipping complaints.
Other tasks include compiling monthly sales data and transferring seller payouts. We analyze sales data to identify which product categories are most popular on ZenPlus and track each shop’s monthly cancellation rate, sharing these insights with the team.
Which tools and platforms do you use daily?
For external communication, with sellers on ZenPlus, I use Gmail, Google Meet (for online presentations and sharing material), and ChatWork. For internal communication with our logistic center and employees in the head office, I use Asana, Tickets, and Slack. To ensure tasks do not get lost, we primarily use Asana and Tickets for team communication. Even if teammates sit next to each other, they may be working on different tasks, so using these tools allows everyone to track progress at their convenience. For urgent messages or conversations, we use Slack.
How do you prioritize your tasks?
My priority is to respond to external requests first to avoid keeping clients waiting. After that, I handle internal requests, followed by tasks with flexible deadlines.
While most tasks are handled as they come in, if I notice delays in product shipments or unresponsive sellers that could lead to complaints or issues from customers, I proactively reach out and follow up.
Team Collaboration
What’s your team like?
Our team is divided into domestic sales, marketing, customer support, and store support. We have regular team meetings to ensure good communication and support collaboration as we work together on proposals and improvements.
What are the unique points about your team?
At ZenPlus, our direct supervisor is CEO and director, Mr. Kopyl Sashko, which allows me to communicate ideas and suggestions directly to upper-management. This makes it easier to implement new initiatives smoothly.
Additionally, ZenPlus has a closer relationship with sellers compared to ZenMarket. While all transactions in ZenMarket are handled via email, ZenPlus offers phone support. We also provide extensive guidance to sellers, checking in on their progress and conducting online seminars to help them navigate international sales.
Do you collaborate with other departments at ZenGroup?
Yes! When ZenPlus sellers request promotion support, we collaborate with ZenPromo. If a seller wants to expand their own website internationally, we connect them with ZenLink, our cross-border e-commerce solution.
Learning and Development
How do you stay updated on the latest trends in your position?
I primarily rely on information shared by our marketing team. However, I also check daily ZenPlus orders to observe purchasing trends. Sometimes, products I’ve never seen before sell unexpectedly well, which keeps the job exciting!
What are you doing for self-improvement?
One of my tasks involves organizing seller data and registering products on ZenPlus. I constantly look for ways to optimize data organization methods to improve efficiency.
Work-Life Balance
How do you manage your work-life at ZenGroup?
I have control over how I manage my tasks, so I adjust my schedule to finish work on time. After work, I switch off by going to the gym or dining out with friends.
Do you have any tips for maintaining productivity and avoiding burnout?
Since ZenPlus handles a wide range of product categories, and new events and initiatives frequently arise, there’s always something new happening. While the core tasks remain the same, there is always fresh information to engage with, which helps keep things interesting.
Memorable Experiences
Can you share a memorable experience or success in your role?
When I first started, I personally called unregistered sellers to encourage them to list their products on ZenPlus. Later, I saw one of the unregistered sellers’ products get purchased from a customer overseas, and they thanked me for my support. That moment made me truly feel that I was making a meaningful contribution.
Personal Insights
What do you enjoy most about your job?
Every day, we handle a variety of issues, such as delayed shipments or product defects. It can be nerve-wracking at times, but when problems are successfully resolved, I feel a great sense of relief and accomplishment. Knowing that there are customers across the world eagerly waiting for their orders to arrive, I strive to provide them with the best possible experience.
What advice would you give to someone just starting out in your position?
Store Support involves both direct communication (phone, online explanations, seller outreach) and administrative tasks (organizing CSV data, uploading product listings). Since the role includes both communication-heavy and desk-based tasks, it is ideal for someone open to learning and trying different things. Starting a new job always comes with challenges, but at ZenGroup, there are many supportive colleagues who are happy to help. If you ever struggle with something, don’t hesitate to reach out for support!
