TOPIC:
What do we think about our workplace?
Hear some voices from our customer support team talk about their experience working at ZenGroup.
Can you describe your role and duties?
Didi: A typical day in customer support starts with reviewing urgent cases, delayed tickets, and internal messages. I prioritize my agenda and focus on solving customer issues, answering marketing inquiries, and joining meetings as scheduled. Usually, I take a lunch break at midday, and take short coffee breaks at our Nespresso machine. If I have remaining time at the end of the day, I take about 30 minutes to self-learn or organize pending tasks to stay on top of my responsibilities.
LK: I start the day by checking pending messages and emails for the language I’m responsible for, as well as briefly reviewing any updates related to urgent cases. At ZenGroup, our customers are the top priority, so I address any issues concerning them as quickly as possible. This could take up half of the morning.
After that, I move on to handling tickets and Asana tasks. This usually involves coordinating with members from different teams and updating ongoing cases. Sometimes, I take short breaks from my tasks to check Reddit and Trustpilot for any recent customer feedback or issues concerning ZenMarket. It is important that my team is informed about our users’ concerns and overall viewpoint of our services.
What is the atmosphere of your team like?
MM: If I had to describe our Customer Support team in one phrase, it would be “collaboration with mutual respect.” Honestly, titles don’t really matter here. You can message anyone to ask a question, suggest a fix, or give feedback. That kind of open environment makes everything feel comfortable and positive.
We also work with a lot of empathy for our customers, and genuinely care about doing our jobs well. I think this mindset makes a real difference when you’re dealing with customers across different time zones, cultures, and languages. When things go right—like a happy customer or a smooth refund—we celebrate those wins. But we’re also honest when something goes wrong. We focus on how to fix it, what we can improve, and not on who’s to blame.
LK: Everyone is very nice, supportive, and respectful. Each of us comes from different backgrounds and countries, and we may have different opinions, but we always work as a tight-knit team, aiming to provide better service and more solutions for our customers.
In customer support, you are encouraged to share your ideas. There is plenty of space for you to learn and grow here, along with many opportunities to demonstrate your abilities and receive recognition.
Can you share any fun or unforgettable memories at ZenGroup?
CW: It’s not just one specific memory, but I’ve had a lot of fun with my coworkers outside of work. We’ve met up to play card games, have a picnic, play Futsal and many other things. Back in my home country we usually strictly separate work and private life, so I was a bit nervous about spending time outside of work with coworkers. I’m glad that I took the chance at ZenGroup, because it has been a great experience!
Didi: For me, one of the most unforgettable moments at ZenGroup was when my team leader acknowledged the strong improvement in my performance. I wasn’t used to this level of proactive communication in past jobs, so the recognition really encouraged me to keep trying my best.
What are the hottest items people are buying on ZenGroup?
MM: At ZenGroup, the hottest items usually fall into two types: fast-moving trends and long-time best-sellers. Right now, in the trend category, I think Labubus are the winners. The same goes for hit anime like Jujutsu Kaisen, Demon’s Slayer, Spy × Family.
As for long-time best-sellers, pre-owned luxury fashion (bags, clothing, shoes, sunglasses; anything!) moves daily thanks to Japan’s great condition and prices. Retro gaming gear is also always in demand, and so are high-end fishing rods.
Many shoppers also come for items you can only find in Japan: samurai armour, fountain pens, matcha sets, old magazines, manga, stationery. Anything you can imagine can be bought with ZenMarket.
Didi: I would definitely make the argument that many customers are purchasing trendy items like Labubus and Sylvanian Family products currently. However, there is a high demand for rare collectibles and luxury bags. A lot of our customers are excited to find these items for more affordable prices on ZenMarket. Our service makes it possible for them to access exclusive items from Japan that are often unavailable or too expensive in their home countries.
What’s the most surprising item you’ve come across?
MM: The most surprising listing I’ve ever handled was a dinosaur fossil… Since this type of item can’t be shipped internationally, the buyer wasn’t able to go through with the purchase—but it really shows that you can buy almost anything in Japan.
And of course, there are the Pokémon cards. These can be sold for millions of yen. I didn’t exactly keep my childhood cards in perfect shape, so every time I see someone drop the price of a car on a Pokémon card, I can’t help but wonder how my bank account would look like now.
LK: There was a time that the customer asked me about a specific speaker, but it took me a while to figure out what the item actually was because it looked so unique. It was a wireless speaker that could display and visualize lyrics on a screen inside of the speaker.
I was initially confused because it looked just like an empty, transparent PC case—with no visible wires or circuit boards inside. I still don’t understand how it could play music but I was absolutely fascinated by the technology. It’s probably one of those unique experiences you only get while working in customer support.
Any advice for future ZenGroup recruits?
MM: Join ZenGroup with a mind‑set of positive curiosity—the willingness to learn quickly, adapt smoothly, and look for solutions even when things aren’t clear. Customer Support here isn’t a step-by-step routine. It’s more like solving small puzzles every day. One minute you might be calming a nervous first-time buyer worried about customs, and the next you’re handling the report of a customer whose 100,000 yen item arrived damaged. If you approach those challenges as opportunities to refine your skills rather than setbacks, you will thrive in this position.
Didi: I believe having a true passion for customer service is key. Empathy and efficient, clear communication are important. I always put myself in the customer’s shoes, aiming to provide kind and timely solutions. While Japanese skills are valuable, having a strong command of your native language is crucial for clear and personalized replies. If you’re applying to ZenGroup, show your personality, willingness to learn, and keep a positive attitude.
