Customer Success (Service) Associate

As a Customer Success Associate you will be responsible for the day-to-day support of our customers

to ensure that they are able to fully benefit from the power of Zeller’s suite of tools and services.

This position will be responsible for delivering outstanding customer service to Zeller’s customers who

operate outside of standard business hours. You will be a part of a small and passionate team, and be

nimble and driven to deliver a better experience for Australian businesses. You will need to be

empathetic to business pain points, understand the perspective of the customer, and be comfortable

communicating across multiple channels which include phone and email.

Your day-to-day engagement with our customers will be across technical support and general inquiry

resolution. You will work alongside an Australian based team, and be responsible for a seamless

transition in operations and customer service. You’ll also help identify customer trends, needs and

preferences to ensure that these are considered with our Product teams to build relevant features and

products.

Role responsibilities:

Knowledge, Support and Operations

● Suppor􀆟ng out-of-hours, day to day engagement with Zeller’s customer base via phone, and

email, covering:

○ Technical support ranging from hardware and so􀅌ware support to account

configuration and management

○ Escala􀆟ons between opera􀆟onal func􀆟ons such as the Risk and Compliance teams,

and Finance Operations

○ Internal support to other Customer Success Team members to help resolve issues

quickly for customers

● Becoming the subject ma􀆩er expert and establishing the func􀆟on’s centre of excellence for

product usage and support knowledge

● Hardware fulfilment handling and supply chain support

● Shi􀅌 hand over to enable seamless support of Zeller’s customers

● Escala􀆟on of urgent / priority cases on shore during out-of-hours opera􀆟ons

Continuous Improvement

● Product and service defect escala􀆟ons to Engineering

● Product improvement advice and feature request feedback across:

○ Func􀆟onality

○ CX / UX

○ Public Web and Funnel leakage iden􀆟fica􀆟on

● Con􀆟nuous improvement of support opera􀆟ng model design and implementa􀆟on from

systems, data, process to people

Attributes:

● Passionate about customer experience and problem solving

● Ability to work autonomously yet collabora􀆟vely

● Prepared to be the voice of Zeller

● Be able to con􀆟nually balance speed, perfec􀆟on, func􀆟onality, cost and customer

experience

● Be an ac􀆟ve par􀆟cipant in improving Zeller’s products, services and customer experience