Zigzag is looking for a Customer Administration Specialist  to join our team! 

About our client

Our client is a prominent Australian FinTech payment service provider with over a decade of experience in servicing B2B merchants. They  specialise in providing connectivity to multiple Australian payment rails and account-to account real-time payments, including BPAY, PayID and PayTo. They aim to empower businesses to simplify their intricate payments workflows by facilitating seamless automation and reconciliation through robust payment APIs.

Role Overview

This role is responsible for ensuring customers have positive interactions with our client throughout their lifecycle.
● Responsible for customer support, onboarding, and offboarding.
● Ownership and handling of cases via CRM within SLAs, working
with varied business stakeholders to resolve questions and
problems.

Key Responsibilities:
 

Customer Onboarding:

• Manage the end-to-end onboarding process for new customers, ensuring all requirements are met, concerns and questions addressed, and expectations are exceeded.
• Perform Customer Due Diligence checks to inform the Risk and Compliance team decisions.
   

Customer Support:

• Serve as a primary point of contact for all customers providing timely, clear, and professional communication.
• Address customer inquiries and issues through email and Slack, offering high-quality support and ensuring resolution within established SLAs.

Work closely with the rest of the business to ensure that any customer feedback is shared and used to improve processes and products.

• Assist customers with any account issues post-onboarding, ensuring a smooth experience as they become long term clients.
   

Customer Offboarding:

• Manage the end-to-end offboarding process in collaboration with internal teams (Finance, Account Management, Technical Support, and other relevant teams) to ensure smooth offboarding.
   

Process Improvement:

• Continuously analyse business processes and customer feedback to identify areas of improvement.
• Contribute to the development of new initiatives that enhance the overall customer experience and streamline processes.
• Participate in training programs to stay updated on product offerings and best practices in customer service.

The responsibilities within this Job Description may vary in line with changing business and operational requirements.

Requirements:

• At least 3 years in a similar role, ideally within Banking, Fintech, Payments, or a fast-paced customer support environment.
• Strong fluency in English (written and spoken), with sound ability to empathise with customer situations. 
• Excellent interpersonal and problem-solving skills. Candidates will be required to complete a written response trial to demonstrate these skills.
• Skilled in CRM tools e.g. Salesforce and other ticket management platforms.
• Strong ability to analyse data, identify trends, and develop actionable insights.
• Positive, self-motivated, and accountable, thriving in a fast-paced and dynamic environment.
• Technical skills and understanding are highly desirable in this role.