Customer Experience Specialist (Part-Time)

📌 Core Information

🔹 Job Title: Customer Experience Specialist (Part-Time)

🔹 Company: Zip Co Limited

🔹 Location: Sydney, New South Wales, Australia

🔹 Job Type: On-site

🔹 Category: 🎧 Customer Experience (CX)

🔹 Date Posted: April 2, 2025

🔹 Experience Level: 0-2 years

🔹 Remote Status: On-site

📌 Essential Job Details

🚀 Job Overview

Key aspects of this role include:

• Managing customer relationships with a customer-first mindset
• Working as part of a dynamic team of problem solvers
• Operating within the hours of 10 AM to 3 PM on weekdays
• Fostering memorable experiences for customers using Zip

ASSUMPTION: Additional responsibilities may include contributing to team meetings and participating in customer satisfaction initiatives.

📋 Key Responsibilities

✅ Support Australians in shopping confidently using Zip's services.

✅ Manage inbound customer calls and tickets, escalating requests as necessary.

✅ Convert customer interactions into lifelong trustful relationships.

✅ Drive positive business changes by identifying and addressing customer issues.

✅ Follow internal workflows meticulously with a strong attention to detail.

✅ Build your internal network, develop new skills, and explore career growth opportunities.

ASSUMPTION: Responsibilities likely involve active participation in team process improvements and regular reporting of customer feedback and insights.

🎯 Required Qualifications

Education: Not specified.

Experience: 6-12+ months in a customer service or customer-facing role.

Required Skills:

• Customer Service
• Problem Solving
• Attention to Detail

Preferred Skills:

• Adaptability
• Risk Management

ASSUMPTION: Qualifications suggest a strong orientation towards customer service excellence and proactive skill development.

💰 Compensation & Benefits

Salary Range: Not specified. Industry norms for similar roles may apply.

Benefits:

• 25 days paid annual leave, including special days
• 16 weeks paid parental leave for primary carers
• Comprehensive mental health and wellness support
• Fee-free Zip products and partner discounts

Working Hours: 25 hours per week, Monday to Friday, 10 AM to 3 PM.

ASSUMPTION: Benefits emphasize work-life balance and employee welfare, indicative of a supportive company culture.

📌 Applicant Insights

🔍 Company Context

Industry: Financial Services, focusing on innovative digital payment solutions.

Company Size: 1,001-5,000 employees, offering a midsized business environment with growth potential.

Founded: 2013, rapidly scaling to become a leading fintech player.

Company Description:

• Values-driven corporate culture emphasizing customer focus
• International operations in Australia, New Zealand, and the US
• Diverse product offerings in point-of-sale credit and digital payments

Company Specialties:

• Fintech
• Digital Retail Finance
• Buy Now, Pay Later Services

Company Website: http://zip.co

ASSUMPTION: The company's focus on BNPL solutions indicates rapid adaptation to changing market demands in retail finance.

📊 Role Analysis

Career Level: Entry-level to junior, ideal for early-career professionals.

Reporting Structure: Likely reports to a Customer Experience Manager or Team Leader.

Work Arrangement: On-site, emphasizing collaboration and in-person teamwork.

Growth Opportunities:

• Skill development through hands-on experience
• Networking within the company
• Potential for career advancement as the company grows

ASSUMPTION: Enhanced role learning and growth prospects, supported by a vibrant company culture.

🌍 Location & Work Environment

Office Type: Contemporary corporate offices with amenities like free meals.

Office Location(s): Located in the heart of Sydney, with additional offices in Melbourne, AU.

Geographic Context:

• Central business district access
• Proximity to public transportation
• Nearby dining and leisure options

Work Schedule: Part-time, fixed weekdays for consistent personal planning.

ASSUMPTION: Office benefits and location imply a focus on employee convenience and morale.

💼 Interview & Application Insights

Typical Process:

• Initial resume screening
• Phone or video interview
• In-person interview focusing on situational responses

Key Assessment Areas:

• Problem-solving capabilities
• Customer service acumen
• Adaptability to changing circumstances

Application Tips:

• Emphasize your customer service experience
• Highlight your ability to work under pressure
• Illustrate your teamwork and adaptability skills

ATS Keywords: Customer Service, Problem Solving, Teamwork, Adaptability, Risk Management

ASSUMPTION: Insights based on typical hiring practices for CX roles reflect a structured yet applicant-friendly process.

🛠️ Tools & Technologies

• Customer Relationship Management (CRM) systems
• Communication platforms like Slack or Microsoft Teams
• Basic knowledge of financial technology tools

ASSUMPTION: Tools mentioned fit common industry standards, supporting efficient customer interaction.

👔 Cultural Fit Considerations

Company Values:

• Customer First
• Own It
• Stronger Together

Work Style:

• Collaborative team environment
• Open to feedback and continuous improvement
• Proactive problem-solving focus

Self-Assessment Questions:

• How do you handle customer complaints and feedback?
• Describe a time you improved a customer service process.
• What motivates you about a career in customer experience?

ASSUMPTION: Cultural values emphasize collaboration and innovation, supporting a balanced work style.

⚠️ Potential Challenges

• Managing high call volumes
• Balancing multiple customer inquiries simultaneously
• Adapting to rapid product changes
• Maintaining high customer satisfaction levels continuously

ASSUMPTION: Challenges reflect the dynamic nature of customer experience roles in a fast-paced industry.

📈 Similar Roles Comparison

• Greater focus on customer interaction than technical roles
• May offer more flexibility than full-time positions
• Involves frontline service as opposed to back-office roles

ASSUMPTION: Compared roles suggest an emphasis on dynamic customer interactions and service excellence.

📝 Sample Projects

• Launching a customer feedback initiative
• Running a small-scale process improvement trial
• Assisting in the refinement of customer service workflows

ASSUMPTION: Sample projects likely involve teamwork and creative problem-solving, aligning with role expectations.

❓ Key Questions to Ask During Interview

• What does success look like for someone in this role at Zip?
• How does this position contribute to the broader company objectives?
• What are the biggest challenges someone in this role might face?
• Can you describe the team I'll be working with?
• What opportunities exist for career development within Zip Co?

ASSUMPTION: Questions align with interests in company culture, role expectations, and growth prospects.

📌 Next Steps for Applicants

To apply for this position:

• Submit your application through this link
• Prepare for a situational interview focusing on customer service
• Gather references from previous employers
• Update your resume with relevant customer service achievements
• Be ready to discuss your adaptability and teamwork skills

⚠️ This job description contains AI-assisted information. Details should be verified directly with the employer before making decisions.