Who are we?

Zai is boldly transforming the future of financial services and powering our customers by making innovative financial services accessible to all.

The Zai brand focuses on mid-market and enterprise-level business customers in the world of integrated financial services, including payments, FX, fraud management, reconciliation and more.

Zai’s payment APIs are a core capability within its suite of embedded finance products and services, helping businesses manage multiple payment workflows and move funds.

Zai has over 150 employees and we are looking for skilled, motivated and passionate people who want to be part of the next generation of financial services.

Our Zai Culture values moving quickly, productivity and hard work and we achieve this through a sustainable work-hours environment which we strongly support through our People Leaders. We also focus on having fun across the Teams while we deliver great customer solutions.

To find out more about the 10-year history of Zai visit https://www.hellozai.com/

Job Description

We are looking for a Customer Experience Specialist to join Zai’s world class team in supporting customers, through our CurrencyFair brand, with their day-to-day customer service requests such as password resets, payment investigations, completion of anti-money laundering (AML) requirements for onboarding and other general queries.

At Zai we are dedicated to providing our team and our CurrencyFair customers with a superb experience. Our Customer Experience Specialists strive to solve customers’ issues with an empathetic and friendly approach, either by phone or email. The CurrencyFair experience means that success is achieved when the customer feels that their query or issue has been answered, resolved or rectified fully before their case is closed. And this is directly linked to your own performance and success metrics.

You will have the opportunity to work in a growing, global environment that recognises and rewards our people for delivering a world class customer experience that is positive, personal and memorable.

Roles Responsibilities

• You will be the first point of contact for our CurrencyFair customers with the responsibility for delivering a positive customer experience.

• You will ensure that we comply with the Central Bank of Ireland by effectively managing all AML requirements at customer onboarding.

• You will own, document, and resolve customer issues including tracking why customers have contacted us and how we have resolved their issues. 

• Process Improvement – contributing your observations and ideas for always improving the customer experience is welcomed and encouraged.

The Skills You Will Bring

• You have a strong focus on customer experience and the urgency in which it should be delivered.

• You respect your team members, building relationships across geographies and cultures with ease.

• You are an ambitious, hard-working, determined, positive, helpful person that wants to grow your career.

• You have customer relationship-building skills and enjoy talking to people.

• You are comfortable using technology systems to accurately and efficiently update customer records and adhere to automated workflows.

What we offer in return

Global market exposure in an agile organization where your ideas and contributions will have a strong impact on the company’s growth and success. 

A company culture with an innovative, inclusive & collaborative mindset where you will learn and grow alongside high calibre talented professionals.  

A collaborative and flexible work environment. Enjoy a hybrid work environment with the opportunity to work remotely or in our offices in Melbourne, Sydney, Singapore, Hong Kong, Dublin, India and Manila.

Competitive salary packages & benefits while ensuring consistent professional development and opportunities. 

Zai is an equal opportunity employer committed to creating a diverse environment for our workforce. All qualified applicants will receive consideration without bias to education, race, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability or age.

If you require any specific assistance or a reasonable adjustment due to a disability please let your recruiter know as part of your application and we will be happy to provide dedicated support.