Customer Experience Specialist

The role

You will act as a brand ambassador and advisor to help customers unlock the value of Xero. You will provide support and guidance through various channels to resolve queries.

What you will do

• Provide high-quality support and guidance through a variety of channels
• Engage in proactive call campaigns
• Utilise modern tools and technology including Generative AI
• Manage and resolve customer cases using platforms like Salesforce
• Adapt to the evolving CX strategy and product landscape

Required qualifications

• Experience from a service environment working towards service levels and quality targets
• Clear, concise, and authentic communication style for email and phone
• Confidence to make proactive outbound calls
• Initiative to self-manage daily tasks
• Growth mindset and readiness to learn and build knowledge
• Committed team player who assists others and builds relationships
• Proficiency with IT tools like Microsoft Office or Google Suite

Nice to have

• experience with accounting systems or case management tools

About the company

Xero aims to supercharge small businesses by making them more efficient and connecting them with big business technology.