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.