Malay & English Customer Support

＜About Us＞

◆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 over 30 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 Mall 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 of Japan globally and capture 20% of the world’s cross-border e-commerce sales!

◆Why We Are Hiring

The ZenMarket proxy-purchasing service enables customers in Malaysia to shop from popular Japanese e-commerce platforms that typically do not provide their services overseas. To enhance the customer experience and offer a seamless shopping experience, we provide support in Bahasa Malaysia. However, Malaysia is a very diverse country. English inquiries from customers are also very common and we need a trilingual team member able to handle both Malay and English inquiries. You will be a part of an international team of over 20 customer support specialists, using your language skills to help our customers around the world and learn about Ecommerce industry.

<About the Position>

◆Position Title

・Malay・English Customer Support

◆Duties Include

Responding to customer inquiries in Malay and English

Coordinating with different teams and departments (when necessary) to answer customer questions and solve customer problems

Supervising part-time operators

Other related tasks（Translation, etc.）

◆Example Day at Work

9~10 Morning routine: Get coffee, greet other employees in the office, check personal tasks or internal company messages from the day before.

10~12 Catch up: Handle outstanding inquiries that came in overnight from customers

12~13 Lunch Break (Enjoy eating outside the office or bring lunch to eat in ZenGroup's cafeteria space)

13~14 Task Collaboration: Contact logistic center or export team regarding inquiries about outstanding shipments. Help other departments with minor tasks like translations for web banners when needed.

14~17 Focus block: Continue handling questions and concerns from customers or answer inquiries in other languages E.g. Japanese

17~18 Wrap up: Clean up your work space, Check for any remaining urgent tasks, and answer any questions before going home for the day.

◆Employment Type

Permanent employee (Full Time)

※ Probationary period of 3 months

On-site work (Remote Work not available)

◆Working Hours

9:15 ~ 18:15

※Flextime allowed after training is completed

Shift Schedule

Two days off per week

Year-end and new years holidays

26 paid days off per year (Increases year over year)

◆Must-Have Skills

Native Bahasa Malaysia

Business Level English (TOEIC 800 or above) *Test not required

Business Level Japanese（JLPT N2 or higher)*Test not required

◆Preferred Skills

Translation Experience

Experience working in small to medium-sized companies

Experience working in e-commerce companies or working as customer support

Basic knowledge of HTML

Other language skills

◆Benefits

Raise once per year

Transportation Allowance (Up to 30,000 per month)

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

Relocation Allowance: ¥100,000 available for applicants relocating to Osaka from outside the Kansai region.