Customer Experience Specialist

• 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
• 7-day rotating roster (Monday-Sunday, 8:30AM-5PM). Weekdays office based located in Takapuna

Start your adventure with 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 our customers 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

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 work on a rotating roster acrossMonday-Sunday, 8:30AM-5PM
• Able to come into the office at least 3-4 days a week, we work weekdays together! #strongertogether

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
• Team social events, epic offices, free breakfast daily

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 finally…get 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. I acknowledge and agree to Zip's candidate privacy statement. * Read up on our candidate privacy statement here . Please select Building for Diversity, Inclusion and Balance (ANZ) At Zip we are passionate about building for diversity, inclusion and balance so we can bring out the best in all Zipsters; existing and new. That's why we have launched a dedicated DEI strategy called "Building for Balance". To help us achieve this we’re committed to continuously monitoring our progress, learning from our people and trying new things so we can build a truly diverse and inclusive team. We would love your help by taking part part in this anonymous survey which will help us evaluate our efforts. This is completely voluntary and not taking part will have no impact on your job application. All information is anonymous and not connected to your name or job application and will be kept secure and used solely to evaluate our diversity and inclusion programs. By answering this survey, I give my consent for Zip to process this data. What gender do you identify as? (Select one) Woman Man Non-binary Gender diverse My gender is not listed Prefer not to disclose I identify my ethnicity as (please select all that apply): White / Caucasian Aboriginal or Torres Strait Islander Black or African American South Asian Southeast Asian East Asian Middle Eastern or North African Hispanic or Latinx Native Hawaiian or other Pacific Islander Native American, or Alaska Native My race or ethnicity is not listed What is your age range? (Select one) 17 or younger 18 - 20 21 - 29 30 - 39 40 - 49 50 - 59 60 or older How important is flexibility and the opportunity for working remotely when considering a new opportunity? ("5" being critical and "1" being not that important to you personally) (Select one) 5 4 3 2 1 #J-18808-Ljbffr