ZenGroup Inc. is seeking a talented and motivated Vietnamese-speaking Customer Support Specialist to join our dynamic, multilingual Operations team based in Osaka. This is a full-time, permanent position within our Customer Support Department — a team of dedicated professionals providing world-class assistance across 19 languages to customers in over 181 countries.

In this role, you will be at the heart of ZenGroup's mission: connecting international customers with unique Japanese products, from everyday essentials to rare collectibles. You will handle Vietnamese-language customer inquiries exclusively via chat (no phone calls), collaborate cross-functionally with internal teams, and contribute to the management of remote part-time operators. Whether you're passionate about cross-border e-commerce, language, or working in a truly global environment, this is an exciting opportunity to build a meaningful career at one of Japan's most internationally-focused e-commerce companies.

About ZenGroup

ZenGroup is an Osaka-based e-commerce company with over 400 employees across headquarters and logistics centers, representing more than 34 nationalities. The company operates a suite of services designed to bridge Japanese commerce with the global market:

ZenMarket — A proxy-buying platform enabling international shoppers to purchase from major Japanese e-commerce sites including Mercari, Yahoo Auctions, and Yahoo Shopping, in their own language
ZenPlus — An e-commerce marketplace connecting over 3,000 small to mid-sized Japanese businesses with international buyers
ZenPromo — A promotional service helping Japanese companies refine international marketing strategies and build global brand recognition
ZenLink — An HTML tag-based solution enabling Japanese e-commerce stores to reach international customers via ZenMarket
ZenStudio — A creative agency specializing in web design and video production for businesses expanding their digital and e-commerce presence

With over 2 million registered users, services available in 19 languages, and customers across six continents, ZenGroup is a true global player in the Japanese cross-border e-commerce industry.

Responsibilities

Handle Vietnamese-language customer inquiries via chat support only (no phone calls), providing prompt, accurate, and professional responses
Collaborate with internal departments and report appropriately when escalating or resolving customer complaints
Assist in the management and coordination of remote part-time operators, providing guidance and oversight as needed
Perform translation tasks and other related duties to support the broader customer support and operations functions
Maintain high standards of customer satisfaction in alignment with ZenGroup's global service goals
Contribute to team processes and continuous improvement efforts within the Customer Support Department

Department Structure: Operations Department / Customer Support Department (1 Manager, 1 Deputy Manager, 7 Team Leaders, 20 Support Staff)

Requirements

Must-Have Skills

Vietnamese — Native-level proficiency (required)
Japanese — Business-level proficiency (JLPT N2 or higher is a benchmark; formal certification not mandatory)
English — Business-level proficiency (TOEIC 800 or equivalent is a benchmark; formal certification not mandatory)
Valid work authorization in Japan

Preferred Skills & Experience

Prior experience in cross-border e-commerce or customer support roles
Translation experience (Vietnamese ↔ Japanese or English)
Basic knowledge of HTML
Proficiency in additional languages
Practical work experience in a small or mid-sized company environment

Personal Qualities We're Looking For

Efficiency & Independence — Ability to manage tasks quickly and accurately, with strong communication skills and comfort in an office environment
Team Orientation — Collaborative mindset, comfortable and effective as part of a global team of 20+ people working toward shared goals
IT Literacy — Proficient in daily computer use for extended periods; proactive in adopting new tools and software to improve efficiency
Global Perspective — Comfortable working alongside colleagues of diverse ages, nationalities, cultures, and professional backgrounds

Minimum Education: High school diploma or equivalent

Working Hours & Schedule

Standard hours: 9:15 AM – 6:15 PM (8 working hours + 1-hour break)

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About ZenGroup株式会社

ZenGroup株式会社 is an Osaka-based cross-border e-commerce company that specializes in delivering authentic Japanese products to customers across more than 181 countries worldwide. The company operates a robust multilingual customer support infrastructure spanning 19 languages, enabling seamless shopping experiences for a diverse global customer base. With a strong focus on international expansion and cultural inclusivity, ZenGroup serves as a trusted bridge between Japanese merchants and consumers around the world.