ZenPlus Customer Support – Expand your knowledge of Ecommerce operations!

Job Requirements

◆Must Have Skills

• Business Level Japanese（JLPT N2 or better）※Test not required
• Business Level English ※Test not required
• Customer Support Experience (2+ years or longer)
• Strong problem-solving skills and a proactive approach to resolving issues
• Organizational skills and attention to detail in managing customer inquiries

◆Preferred Skills

• Experience in a bilingual or multilingual customer support environment
• Knowledge of international shipping processes and logistics
• Familiarity with social media engagement or Ecommerce customer support
• Technical troubleshooting skills or interest in learning eCommerce operations and automation processes.
• Certification or training in customer service
• Additional language skills; Chinese etc.

Job Description

◆Who We Are
We are ZenGroup, a global e-commerce company based in Osaka serving customers all around the world. We are a diverse team representing 33 nationalities, 6 continents, and providing our services to the world in 19 languages.

◆Company Overview
ZenGroup Inc. is composed of five divisions:

• ZenMarket, a proxy buying service for Japanese products unavailable overseas
• ZenPlus, a cross-border e-commerce site selling Japanese goods internationally
• ZenPop, a subscription service delivering Japanese stationery items worldwide
• ZenPromo, a one-stop solution for Japanese companies seeking to expand abroad, offering services from marketing to shipping
• ZenStudio, our new creative agency specializing in web design, photo and video production, social media, and graphic design

Through all our services, we aim to showcase the best Japanese products and bring 20% of the world’s cross-border e-commerce sales to Japan!

◆Why we are hiring
ZenPlus is a steadily growing service in Japan, with over 3,000 Japanese stores already registered. We are in an exciting phase of expansion and development. With the rise in customer inquiries through social media and email, we’re looking for a new customer support team member to join our dynamic and collaborative team. This role offers the opportunity to work in a close-knit environment, gaining hands-on experience across all aspects of eCommerce operations while directly contributing to the platform's success through exceptional customer service. In addition to handling customer inquiries, you will monitor and provide recommendations for improving existing systems and participate in various side projects, such as automation initiatives.

<About the Position>
◆Position Title

• ZenPlus Customer Support

◆Duties Include

• Handling customer inquiries
• Cooperation and reporting with other teams regarding customer complaint resolution
• Collaborative tasks with the marketing team
• Other related tasks (e.g., translation, Automation)

◆Example Day at Work

9~10 Morning routine: Arrive at the office, grab coffee, greet the team, and any internal Slack messages. Begin with checking customer inquiries, orders, and identifying any urgent issues that came in after hours.

11~12 : Meetings: Meet weekly with other ZenPlus departments (eg. Marketing, Sales)  and discuss latest campaigns, new systems and company's direction.

12~13 Lunch Break : Enjoy lunch in our office's break room or eat outside the office with your team or other coworkers.

13~14 Focus Block ：Go through any outstanding customer inquiries via social media and email. Check the internal ticket system to communicate with other departments.

15~17 Focus Block Continued : Handle customer inquiries and check orders for any outstanding issues  like addresses discrepancies, unshippable goods, or fraudulent activity. Additional free-time spent on long-running projects within ZenPlus.

17~18 Wrap up: Tidy up your workspace, chat with your team and report any system issues to upper management, or give suggestions based on customer feedback.

◆Employment Type

• Permanent employee (Full Time)

◆Employment Type

• Permanent employee (Full Time)
  ※ Probationary period of 3 months
• On-site work (Remote Work not available)

◆Working Hours

• Shift 9:15 ~ 18:15
• Flex time available: Core time 10:00 - 16:00 (8 hours of actual work)
  ＊Up to 2 hours Lunch break
• Year end and new years holidays (4 days)
• Total 26 paid days off per year (Increases year over year)

◆Salary

• ￥270,000  or more per month（Based on previous experience and ability）
• Bonus twice a year (June and December)

◆Benefits

• Raise once per year
• Transportation Allowance (Up to 30,000 per month)
• Relocation Allowance: ¥100,000 available for applicants relocating to Osaka from outside the Kansai region.
• Overtime Pay (Paid by the minute)
• Complete social insurance (workers' compensation, employment, health, welfare pension)
• Business casual dress code（No suit required）
• Qualification acquisition support system
• Training system (job-specific, level-specific training)
• In-house club activities (karaoke, day camps, etc.)
• Monthly company events
• Free tea and coffee
• Maternity and Paternity leave

＜Who We Are Looking For＞

◆Personality

• Customer-Centric Thinker: Someone who can empathize with customers and approach situations from their perspective to provide the best possible support.
• Writing Enthusiast: Someone who thoughtfully crafts their words, carefully considering the tone, choice of language, and the emotions they evoke in the reader.
• Even-Tempered: Someone with a calm and composed demeanor, capable of maintaining professionalism even in challenging or high-pressure situations.

◆Recruitment process

①Resume Screening
↓
② First interview +7-Question Logic Test, Customer Support Test (1hr. 45mins)
（HR recruiting member）
↓
③Second interview（CEO）＋ ZenPlus Team Leader
↓
④Third interview（HR planning team member)

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