Job description

About Us

At ZEN, we believe that payment processing should be as effortless as taking a breath—essential to exist but barely noticeable at all. Our goal is to make everyone’s finances velvety smooth thanks to a truly peaceful payment platform. We are committed to delivering exceptional customer experiences and continuously improving our services. Join us in shaping the future of financial technology. One of our focuses is Ukraine and we are constantly working on improving services for Ukrainian customers.

Role Overview

As a Customer Support Agent at ZEN.COM, you will be the frontline representative of our brand, directly interacting with our customers to resolve their issues and enhance their experience with our services. This role requires a blend of technical proficiency, empathy, and proactive problem-solving skills to ensure that customers feel valued and supported.

Key Responsibilities

Customer Communication: Engage with customers through in-app support chat and other support channels, effectively resolving their issues in a timely and professional manner.
Empathic Interaction: Communicate clearly, proactively, and with empathy, ensuring customers feel like they are talking to a real person, not a scripted response or a robot.
Problem Resolution: Go beyond simply answering questions—focus on resolving issues fully. Use procedures as tools, but always look for better ways to solve problems and improve the customer experience.
Proactive Improvement: Actively identify and suggest improvements within the team, company processes, and products. Your insights will help drive the continuous enhancement of our services.

Non-Responsibilities

Scripted Responses: You won’t rely on scripts or robotic responses. We value genuine, thoughtful communication tailored to each customer’s needs.
Minimal Effort: This is not a role where you just do the bare minimum. You’re expected to go above and beyond in resolving issues, thinking creatively, and improving processes.
Rigid Adherence to Procedures: While procedures are important, they are not the final word. You will have the flexibility to think outside the box and find the best possible solution for each customer.

What You’ll Need

Fluent in English and Ukrainian (C1 level or higher), with proficiency in Polish (B2 level or higher). Excellent verbal and written communication skills.
Customer-Centric Mindset: A deep understanding of customer needs and a commitment to providing exceptional service.
Problem-Solving Abilities: Strong ability to handle challenging situations and make effective decisions.
Proactive Attitude: A willingness to take the initiative in resolving issues and improving the customer experience.
Adaptability: The ability to work in a fast-paced environment and adapt to new challenges and changes.

What We Offer

Competitive Salary and Benefits Package: Including private medical healthcare, a Multisport card, and life insurance.
Professional Development: Opportunities for growth and development within a dynamic and innovative company.
Supportive Environment: A collaborative and supportive team environment where your contributions are valued and encouraged.

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