Customer Experience Specialist

1 month ago

Sydney, New South Wales, Australia Zip Full time
About the Role

We are seeking a highly skilled and customer-focused individual to join our Customer Experience team as a Customer Experience Specialist. In this role, you will be responsible for delivering exceptional customer experiences through various channels, including phone, email, and chat.

Key Responsibilities
  • Manage customer relationships and resolve issues in a timely and professional manner
  • Provide accurate and timely information to customers regarding their accounts and payment plans
  • 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
  • Identify opportunities to improve our processes and products, and propose next-level process improvements and product enhancements
  • Follow internal workflows and processes carefully with a strong attention to detail
What You'll Bring
  • 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 work any one of the part-time hour options: Monday - Thursday, 9am - 2pm; Monday - Thursday, 10am - 3pm; Tuesday - Friday, 9am - 2pm; Tuesday - Friday, 10am - 3pm
What You'll Get in Return

As a Customer Experience Specialist at Zip, you will have the opportunity to work with a dynamic and supportive team, and to develop your skills and knowledge in a fast-paced and innovative environment. You will also receive a range of benefits, including:

  • 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)
About Zip

Zip Co Limited (ASX: ZIP) is a digital financial services company, offering innovative, people-centred products that bring customers and merchants together. We operate in two core markets - Australia and New Zealand (ANZ) and the US, and offer point-of-sale credit and digital payment services, connecting millions of customers with our global network of tens of thousands of merchants.

We are 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 committed to ensuring our recruitment processes are accessible and inclusive, and we welcome applications from diverse candidates.

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