Customer Experience Specialist - Zip Business at Zip Co

ZipBiz, Full-Time, Sydney sydney full-time
Posted a month ago

Who is Zip?
Zip is one of Australia’s fastest growing FinTech’s. We issue credit and facilitate payments, both online and in-store, connecting partners with consumers to help them buy and pay on our platform.

Zip Business Trade is a safe, simple line of credit, offering you the ability to buy now and pay later for all your business needs. Zip Business Trade currently offers a credit limit of up to $3,000, interest-free.
We use technology and data to deliver simple, fast and fair payments to empower customers to own what they want. Our strategic focus is enabled by an aligned high-performance team, a reliable, secure and scalable platform, great product experiences, wide acceptance amongst merchants and more consumers using Zip every day everywhere.
What are we looking for?
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 manage the full Zip Business client experience journey as well as being a point of contact for our internal teams. 

You will be at the very front end of the business, speaking to our small business customers and valued referral partners, listening to and understanding their needs and wants. You will become an integral presence within the growth aspirations of the business, on a fast learning trajectory building your overall knowledge and skillset to further develop your career.

What will your day look like?

  • Have a customer first mindset with an obsession over their experience
  • Be the first point of contact with potential and existing customers via phone, email, and live chat to help with any specific requests,  escalating some requests to other team members
  • Limited outbound sales, but you may need to reach out to customers and assist with the completion of applications, keeping partners informed along the way
  • Work closely with our internal loan operations, sales and underwriting teams to resolve any issues or bugs which may arise
  • Reach out to leads from our online referral partners, articulating what we can do to help grow their business with the aim to convert them into a completed application
  • Help to ensure client and partner satisfaction by providing professional support during and after the application process and if required handle client concerns by providing swift solutions
  • Follow internal workflows and processes carefully with a strong attention to detail
  • Take end to end ownership of customer feedback, complaints and fully resolving general inquiries
  • Help drive positive change throughout the business by identifying customer issues and proposing process improvements Identify trends and patterns and make workflow suggestions that are supported by data
  • We’re looking for someone who always finds new boundaries to cross - a future Zipster who will obsess over excellence and make constant improvements for our customers. We’ve removed the red tape here to get things done quickly, so if you see a problem, own the solution. You've gotta hustle at Zip!

    If you only meet some of the requirements for this role, that's okay. We value a diverse range of backgrounds and ideas and believe this is fundamental for our future success. So, if you have the curiosity to learn and the willingness to teach what you know, we'd love to hear from you.

    We pride ourselves on creating an inclusive workplace that provides equal opportunities to all persons regardless of their age, cultural background, sexual orientation, gender identity and expression, disability, veteran status, or anything else.

    Benefits @ Zip

    -  Flexible working culture
    -  Share incentive programs
    -  Generous paid parental leave
    -  Birthday and wellness leave
    -  Epic offices with a casual dress code
    -  Fun team with high-growth hustle
    -  Free breakfast and weekly lunches
    -  Heaps of social events

    Join us on our mission to be the first payment choice, everywhere and every day.