About the job XTN-9844511 | CUSTOMER SUPPORT & SUCCESS ASSOCIATE
Provide high-quality customer support to Zappy customers across Australia and New Zealand, ensuring enquiries and issues are handled efficiently, professionally, and accurately.
- Join a fast-growing technology and logistics company supporting customers across Australia and New Zealand.
- Day 1 HMO coverage and competitive leave benefits.
- Exposure to international customer service operations and cross-functional collaboration.
- Opportunity to work closely with Customer Success, Sales, Technology, and Operations teams.
- Diverse and engaging support environment involving bookings, delivery tracking, courier coordination, and customer relationship management.
- Stable full-time employment with long-term career growth opportunities.
- Customer-centric culture focused on service excellence and continuous improvement.
Key Responsibilities
- Respond to customer enquiries via phone, email, and ticketing systems
- Assist with bookings, tracking updates, delivery enquiries, and general account support
- Liaise with courier partners to investigate and resolve delivery-related issues
- Escalate technical or operational issues to the appropriate internal teams and follow through to resolution
- Maintain accurate customer records and case notes in CRM and internal systems
- Work closely with Customer Success, Sales, Technology, and Operations teams
- Follow Zappy processes and support continuous improvement of customer service delivery
Additional Terms
- The role supports customers across both Australia and New Zealand
- The role is primarily focused on customer support
- Duties may be reasonably adjusted in line with business needs
- The above duties are not exhaustive and may be amended from time to time at Zappy’s discretion
- Customer service experience.
- Excellent verbal and written English communication skills.
- Strong active listening and interpersonal skills.
- Demonstrated ability to handle concerns with empathy and professionalism.
- Dependable, accountable, and highly responsive.
- Positive attitude and willingness to assist others.
- Ability to work in a fast-paced, customer-focused environment.