Customer Experience Lead
4 days ago
Zip Co Limited is a digital financial services company that operates in two core markets: Australia and New Zealand (ANZ) and the US. We offer innovative, people-centred products that provide access to point-of-sale credit and digital payment services.
Job Description
As a Customer Experience Lead, you will be responsible for leading the NZ CX team in providing high-quality and efficient service to our customers. You will work collaboratively with stakeholders to drive operational excellence with a continuous improvement mindset. You will set, support, and have full accountability for the delivery of high standards of customer service within assigned targets. You will also monitor performance at an agent and team level, motivate and inspire the team by clearly communicating strategic initiatives and business decisions, recruit and onboard new employees, and handle customer and product escalations between CX and other departments.
Key Responsibilities
- Set, support, and have full accountability for the delivery of high standards of customer service within assigned targets
- Monitor performance at an agent and team level
- Motivate and inspire the team by clearly communicating strategic initiatives and business decisions
- Recruit and onboard new employees
- Handle customer and product escalations between CX and other departments
Requirements
To be successful in this role, you will need 4-8 years of contact centre support and operational experience, 5+ years of experience in a contact centre environment managing agent teams or leaders of agent teams, demonstrated customer-centric values and behaviours, previous experience using Zendesk, and the ability to lead and motivate a team. Additionally, you will need strong communication and IT literacy skills, an aptitude for identifying and managing risks, and a willingness to experiment with new and innovative ways of doing things to drive success and tackle operational problems.
What You'll Get in Return
In return for your hard work and dedication, you will receive a competitive salary, 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, and 2 days paid volunteering leave per year.
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