Customer Experience Specialist — Fast-Paced Problem Solver

Zip Co Limited; Sydney; Hybrid; AUD 55,000 - 75,000; Full time

Benefits offered by this job

25 days annual leave

Parental leave (16 weeks)

Wellbeing allowance

Private health insurance discounts

Volunteering leave

Job summary

Zip Co Limited in Australia is seeking a Customer Experience professional to support inbound calls and tickets, ensuring a smooth and confident customer journey. You’ll work in a tight-knit team focused on solving problems quickly and delivering memorable service.

You’ll identify improvement opportunities, follow established workflows, and collaborate across teams as Zip expands its BNPL services for Australians. A strong customer-first mindset helps you thrive in this fast-paced environment.

Qualifications

• 6-12+ months experience in a customer service or customer facing role
• Passionate about teamwork and supporting others
• A problem solver who thinks fast on their feet
• Able to adapt and follow directions
• Familiar with customer service workflows and procedures
• A mindset to embrace AI and new tools to adapt and grow

Responsibilities

• Manage inbound customer calls and tickets and escalate to other teams as needed
• Lead customer interactions with confidence to convert customers into loyal users
• Identify and propose next level process improvements and product enhancements
• Follow internal workflows with strong attention to detail
• Build internal network and grow new skills for career growth
• Support Australians to shop with confidence using Zip

Skills

Customer service

Teamwork

Problem solving

Adaptable

Workflow adherence

Risk management

AI readiness

Tools

CRM software

Job description

Zip Co Limited in Australia is seeking a Customer Experience professional to support inbound calls and tickets, ensuring a smooth and confident customer journey. You’ll work in a tight-knit team focused on solving problems quickly and delivering memorable service.

You’ll identify improvement opportunities, follow established workflows, and collaborate across teams as Zip expands its BNPL services for Australians. A strong customer-first mindset helps you thrive in this fast-paced environment.