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About the Role
Join Zip’s Customer Experience function, responsible for creating memorable experiences for millions of Australians who choose to pay with Zip. 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.
Responsibilities
- Supporting all Australians to shop with confidence using Zip, obsessing over the experience customers have with us
- Manage inbound customer calls and tickets and escalate requests to other team members across a broad range of internal teams
- Lead customer interactions with confidence, playing an important role in converting our customers into trusting lifelong users
- 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
Requirements
- 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 on a rotating basis from Monday - Friday, 8:45AM - 6PM
- A mindset that embraces AI and new tools to adapt, learn and grow
- An aptitude for identifying and managing risks
- Our values in your DNA: Customer First, Own It, Stronger Together and Change the Game
Skills
- Customer-first mindset
- Problem-solving
- Attention to detail
- Adaptability
- Risk management
Location
- Hybrid
Work Type
- Full-time
Experience Level
- 6-12+ months experience
Benefits
- 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
- Access to the Flare Benefits Hub and Novated Leasing for savings across lifestyle, essentials and wellbeing
- Fee-free Zip products, and discounts with Zip merchant partners
- Team social events, epic offices, free breakfast daily, and weekly free lunches
About the Company
- Zip Co Limited (ASX: ZIP) is a digital financial services company, offering innovative, people-centred products.
- Operating in two core markets - Australia and the US, Zip offers access to 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.
Equal Opportunity
- 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.