What made you decide to join ZenGroup?
I was looking for an inclusive international environment in Japan to work in without having to worry about being myself. At the time, I was working in Malaysia as a content moderator for an important client. However, I struggled a little bit with the office environment, as there was a big age gap between other team members and me. While formal communication with my teammates was great, it was hard to socialize with them at the time.
When I attended the interview for the position here, I was greeted by a lovely person who reflected the company’s values in a great way. The vibe I got from the interview definitely was what made me seriously consider relocating and taking the job, as I felt that ZenGroup offered the environment I was looking for, which is why I decided to join.
Could you tell us about your daily responsibilities?
Mainly, I handle inquiries and solve customer issues related to ZenMarket. When the work is not very busy, we work on improving other skills that could help us improve the process inside the team.
When is the busiest time of year?
For customer support, we don’t have a certain “busy time,” but rather it depends on any changes that might happen logistically. For example, we have been very busy ever since the U.S. tariff changes last August.
Could you describe the typical customer profile you handle?
I used to be responsible for handling Arabic customers, but recently I’m mainly handling English tickets, which means customers are not from a specific country but from all over the world. Usually, customers don’t share their age, as some of them are minors (for account protection purposes). As for Arabic customers, they tend to buy game consoles like Playstation or game software.
As a ZenGroup CS member, you interact with many customers.
What are the key points or principles you prioritize in your service?
I try my best to always remind myself that when we are communicating with the customer, we are not trying to prove to them that “we are right and they are wrong.” Rather, we are trying to solve their issue. Therefore, there is no need for one party to be right and the other wrong.
Also, I value Emotional Intelligence. Being able to handle every customer individually, rather than piling up stress from different cases, is key to peace of mind, which leads to good quality support.
How do you utilize your language skills in your current role?
We communicate internally in Japanese, with customers in their respective languages, and between team members mainly in English. Using multiple languages daily helps me keep all the languages I know polished and allows me to further improve my skills.
In order to maintain high performance, how do you and ZenGroup support your physical and mental well-being?
I am very happy to belong to the customer support team. As a team, we have developed a habit of sharing sweets together all the time, and the management is always mindful of us. When we are busy, they never pressure us; instead, they comfort us by getting us chocolates or just by offering kind words. I rarely feel stressed out because of the workload. Sometimes I might face a difficult case, but because I genuinely enjoy the company of my teammates and friends, it doesn’t feel too stressful.
What are the main differences between the ZenGroup CS team and the teams at other companies you have experienced?
Compared to my last company, the average age is close to mine, so I was able to make connections with my team here faster. Also, having a person or two from each country makes our conversations always very colorful and diverse. And above all, they are all AWESOME people.
Could you describe the work environment and atmosphere at ZenGroup and within the marketing department?
I really like the environment here. I enjoy the events that never stop all year round, thanks to our planning team. Regarding the CS team, as I mentioned, it feels very wholesome and healthy.
In what ways have you felt personal/professional growth after joining ZenGroup?
This is still my first year, but I feel like I am contributing to the already lovely environment of the company. I also enjoy the process of getting to know many people through organizing internal events like futsal. Regarding position-related responsibilities, I really appreciated being assigned tasks that required research and had an impact on the processes of the department.
These included creating educational videos for offshore part-timers and taking on the responsibility of presenting in front of the entire team, among many others. Such tasks helped me grow more confident and made me feel reliable, which has helped me in my decision-making during my daily tasks handling tickets.
Has ZenGroup supported your personal/professional growth?
Yes, they have supported me. For example, I’ve had opportunities to participate in warehouse training, OKR projects, and automation projects.
What do you like most about ZenGroup?
My friends and coworkers can be transparent, and the feeling of involvement.
