Customer Experience Specialist

2 weeks ago

Sydney, New South Wales, Australia Zip Full time
Customer-first mindset with 6-12+ months experience managing customer relationships Be a part of a tight-knit team of problem solvers who can think fast on their feet Available to work part-time hours across either Monday - Thursday / Tuesday - Friday from 9am - 2pm / 10am - 3pm

Write your story with a career at Zip

Join Zip's Customer Experience function, responsible for creating memorable experiences for the millions of Australians who choose to pay with Zip - a leading global BNPL company. As a first port of call for all customer enquiries, Zipsters in this supportive team work well at pace, have a strong attention to detail and enjoy the variety that comes with managing interactions with people from all walks of life.

Beyond a willingness to take ownership of customer feedback and solve interesting challenges, core to this team's success is the ability to identify opportunities to improve our processes and products.

Cool stuff you'll be working on

Supporting all Australians to shop with confidence using Zip, obsessing over the experience customers have with us. You will service our customers through a variety of channels, including: Inbound / outbound phone callsEmail / webformsChatSocials
Lead customer interactions with confidence, playing an important role in converting our customers into trusting lifelong users Handle sensitive customer data in a compliant manner as per Zip's policies and in accordance with relevant legislation Update customer information in the customer service database, during and after each call Process payments and manage customer payment plans, issue refunds and perform general tasks associated with helping customers manage their payment plan and accounts with Zip Take ownership of de-escalating and resolving customer complaints to the best of your ability, and escalating to other team members as required Put your name to driving positive change throughout the business by identifying and solving customer issues and proposing next level process improvements and product enhancements Follow internal workflows and processes carefully with a strong attention to detail Build your internal network, grow new skills and identify career growth opportunities

What you'll bring to the team

Zipsters work with a broad range of tools, languages and platforms, and our skills and experiences all look a little different. What really matters to us is that you're a great fit with our four Values, and have a desire to learn and grow.

So whether you meet some or all of the desirable attributes below, we'd still love to hear from you:

6-12+ months experience in a customer service or customer facing role Passionate about teamwork, willing to share knowledge and support others A problem solver who thinks fast and on their feet Adaptable and comfortable taking directions Familiar with following customer service workflows and procedures Able to manage change Able to come into the office, we work weekdays together #strongertogether Able to work any one of the part-time hour options: Monday - Thursday, 9am - 2pmMonday - Thursday, 10am - 3pmTuesday - Friday, 9am - 2pmTuesday - Friday, 10am - 3pm

What you'll get in return

As we write this next exciting chapter in our story, we will continue to move at pace and embrace change. For you, this might mean opportunities to learn new skills with hands-on experience, broader responsibilities, or the buzz of seeing your work impact customers faster.

Zip is a place where you'll get out exactly what you put in. When you join the team, we'll do our best to make sure you can be yourself and surround yourself with smart, friendly colleagues and leaders who have your back, so that you can make the big things happen.

Zipsters tell us these are just some of the best things about working here. You'll also receive:

25 days paid leave annually, including birthday leave and quarterly wellbeing days 16 weeks paid parental leave for primary carers, and 4 weeks for supporting carers Family support policies including miscarriage bereavement leave and domestic violence leave Mental health and wellness initiatives, including $299 annual wellbeing allowance, free access for you and family members to our EAP service Sonder, discounted private health insurance, and great rates on fitness sessions through ClassPass 2 days paid volunteering leave per year Fee-free Zip products, and discounts with Zip merchant partners (AU) Team social events, epic offices, free breakfast daily, and weekly free lunches (Sydney and Melbourne)

Be a part of a team that reflects the diversity of our customers

We pride ourselves on being a workplace that provides equal opportunities to people of all ages, cultural backgrounds, sexual orientations, gender identities, abilities, veteran status, and everything else that makes you unique.

Equally, we're committed to ensuring our recruitment processes are accessible and inclusive. Please let us know If there are any adjustments that need to be made to ensure you have a fair and equitable experience.

And to know us

Zip Co Limited (ASX: ZIP) is a digital financial services company, offering innovative, people-centred products that bring customers and merchants together.

Operating in two core markets - Australia and New Zealand (ANZ) and the US, Zip offers point-of-sale credit and digital payment services, connecting millions of customers with its global network of tens of thousands of merchants.

We're proud to be a values-led business and our values - Customer First, Own it, Stronger Together and Change the Game - guide us in everything we do.

We are a proud 2024 Circle Back initiative employer and will respond to every applicant.

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