Customer Experience Specialist

3 weeks ago

Sydney, Australia Hatch Full time

** This role is at Zip (not for Hatch)**

Hatch is supporting Zip to find a great Customer Experience Specialist to join their Customer Support team. Hatch exists to level the playing field for people as they discover a career that’s right for them. We model this in our hiring process for our partners like Zip.

**About the role at Zip**

The backbone of every excellent company is their quality customer service and the Customer Experience team.

Zip is one of Australia’s fastest growing Fintechs and is looking for an energetic specialist to help serve as the first touch point for our users. You will own customer initial inquiries and will manage the interactions or escalate the customer inquiry to the correct internal team.

Through operating as the customer’s primary point of contact, their internal voice and the company’s external ear, you will serve a pivotal role in enriching every facet of the Zip experience as well as develop a nuanced view of multiple branches of the business. If you’re excited at the prospect of running with an awesome team, developing your communication skill sets in addition to working with one of the biggest pioneers in Fintech, Zip Co is the perfect home for you.

**Seniority**

Entry Level - A role for someone with underlying potential, good motivation and ability to learn. Typically no direct experience is required.

**Responsibilities**
- Complaints Resolution - Log, investigate, and resolve customer dissatisfaction or problems, to improve negative customer experiences
- Customer Advocacy and Feedback - Advocate for customers by providing feedback to internal teams on how to better meet customer needs

**Strengths**
- Service orientation - Actively seeks and develops strategies to help key stakeholders
- Prioritization - Compares and ranks the relative importance &/or urgency of different tasks to identify the best order of actions
- Resilience - Bounces back from stressful experiences while being optimistic, emotionally aware, and adapts to change

Hatch exists to level the playing field for people as they discover a career that's right for them. We model this in our hiring process for our partners like Zip.

We do not discriminate on the basis of gender identity, sexual orientation, cultural identity, disability, age, or any other non-merit factors. To put it simply, Hatch is for everyone.

**Salary**: $50,000.00 - $120,000.00 per year

Schedule:

- Day shift

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