What made you decide to join ZenGroup?
In my previous job, I worked in international franchise sales and administration for a major restaurant chain—essentially a “backstage” role. Although I didn’t have many opportunities to interact directly with customers, I found it rewarding to organize tasks and solve problems quickly. This led me to want a job where I could be closer to the customers.
I had actually been interested in ZenGroup’s job postings for a while but initially hesitated to apply. However, right around the time I left my previous job, I received a scout email. It felt like fate, so I decided to take on the challenge. The deciding factor was definitely the “people and culture.” The HR team and leaders I met during the hiring process were incredibly sincere, and I felt that this was a safe and supportive place to start a new career in Customer Support.
Could you tell us about your daily responsibilities?
Currently, as a Spanish language specialist, my main focus is handling daily tickets (customer inquiries). After arriving at the office, I first check my computer for any urgent tickets or messages from VIP customers, prioritize them, and then begin my responses.
I focus on ticket handling in the morning. In the afternoon, I might handle inquiries from the marketing team, monitor the performance of remote operators, or join meetings to discuss problem-solving. While it is basically desk work, it is a dynamic job that involves meetings and collaboration with other departments.
When is the busiest time of year?
Customer Support is active all year round, but it becomes especially busy during year-end seasons and promotional campaigns. In terms of the days of the week, Mondays and Fridays tend to be the busiest.
Since we have customers all over the world, inquiries come in 24 hours a day. Tickets tend to pile up over the weekend, so Mondays are spent catching up on processing them. Conversely, on Fridays, we try to process as many tickets as possible to prepare for the weekend, so speed and time management are essential on these two days.
Could you describe the typical customer profile you handle?
I mainly support Spanish- and English-speaking customers from Latin America and Europe. Their interests vary widely, including fans of anime and K-pop, collectors, fishing gear buyers, and people purchasing second-hand musical instruments.
The age range is broad, but since we communicate via text, I don’t know their actual ages. However, I can often sense their personality from their writing style—whether they might be younger, or if they are meticulous or calm. I believe it is important to tailor my response to each customer’s personality rather than just their age.
As a ZenGroup CS member, you interact with many customers.
What are the key points or principles you prioritize in your service?
At ZenMarket, we are guided by five core principles: “clarity, omotenashi (hospitality), effectiveness, calmness, simplicity, and timely solutions.” Personally, I strive to provide rapid and fair support to every customer, regardless of their loyalty level.
Within the team, I am evaluated as having particularly fast response speeds—my fingers move almost automatically to process tickets. However, it’s not just about speed. In the past, I tried to meet every customer request, but now I focus on balancing company rules with customer satisfaction. I strive for clear and sincere communication to build trust.
How do you utilize your language skills in your current role?
CS acts as a “bridge” between customers and the company. I use Japanese, English, and my native language (Spanish) to prevent misunderstandings and ensure smooth support.
Sometimes I need to handle languages outside of my expertise, such as French or Indonesian. In those cases, I manage by using translation tools. Switching between languages can be tiring, but working in this multilingual environment is also the best part of the job.
In order to maintain high performance, how do you and ZenGroup support your physical and mental well-being?
Dealing with complaints can be stressful, but ZenGroup has a supportive atmosphere where we can easily consult with teammates, and we have systems like 1-on-1 meetings in place.
Personally, when I feel stressed, I drink water, take deep breaths, or shift my mindset positively by thinking, “This customer is interesting!” I also refresh my mood by sharing jokes and funny stories with my team members to share a laugh. I also make sure to fully switch to “off mode” once work is done.
What are the main differences between the ZenGroup CS team and the teams at other companies you have experienced?
The biggest difference is the team’s high “Emotional Intelligence (EQ).” Even in busy situations, there is a culture of respecting and supporting one another.
Also, in my previous job, it was difficult to take long vacations. At ZenGroup, however, I can take about a month off to visit my home country. The environment respects the personal circumstances of the employees. Being able to voice your opinion is another major attraction that differs from other companies.
Could you describe the work environment and atmosphere at ZenGroup and within the marketing department?
It is a flexible and international environment, but the office itself is surprisingly quiet. During work, communication is mostly message-based to allow everyone to focus. At first, I was surprised and thought, “You’re right next to me, why not talk?”
However, this is out of consideration for each other’s concentration. Now, I find this environment very comfortable as I can work at my own pace while listening to music. Of course, we talk face-to-face when necessary, so there is a good balance.
In what ways have you felt personal/professional growth after joining ZenGroup?
My multitasking skills, emotional control, and decision-making abilities have grown significantly.
When I first joined, I had a strong desire to “do anything for the customer,” but I learned that I also have to protect the company’s interests and rules. I feel I have acquired the ability to politely explain what cannot be done and gain the customer’s understanding—essentially, the ability to balance company rules with customer satisfaction.
Has ZenGroup supported your personal/professional growth?
Recently, in addition to regular CS duties, I was given the opportunity to be involved in the recruitment and training process for remote operators.
Through the responsible experience of training and managing people in cooperation with other members, I am acquiring leadership and mentoring skills. It is an environment that provides opportunities for growth through practice.
What do you like most about ZenGroup?
The biggest attraction is the “People.” Because I have an environment where I feel safe and colleagues who respect each other, I can face my work with a positive attitude.
Honestly, finding a workplace like ZenGroup feels like “winning a small lottery.” That is how special this place is to me.
