Customer Experience Specialist

4 months ago

Melbourne, Australia Xero Full time

Xero is a beautiful, easy-to-use platform that helps small businesses and their accounting and bookkeeping advisors grow and thrive.

At Xero, our purpose is to make life better for people in small business, their advisors, and communities around the world. This purpose sits at the centre of everything we do. We support our people to do the best work of their lives so that they can help small businesses succeed through better tools, information and connections. Because when they succeed they make a difference, and when millions of small businesses are making a difference, the world is a more beautiful place.

**How you’ll make an impact**

Xero’s Customer Experience Team works together to provide 24/7 support to Xero users. We are Xero brand ambassadors and aim to delight our customers and make it easy for them to see how Xero adds value to their business.

The Customer Experience Specialist plays a key role at Xero and within Xero’s Customer Experience team. You will provide support and guidance to small business owners, bookkeepers and accountants when they reach out to us with a question and when we reach out to them proactively by phone.

Our aim is to help our customers through their queries quickly and efficiently. Sometimes you won’t know the right answer, but you’re the kind of person who is up for the challenge to use their curiosity, resourceful nature and enjoys solving problems to create beautiful experiences. You’ll be empowered to make decisions in the best interests of our customers and our business.

We are looking to add Customer Experience Specialists to our team who will work part-time shifts as listed below.

**Shift Options Available: Part Time (19 hours contract)**:

- Monday to Friday, 16:00 - 20:00 plus a Saturday/Sunday 11:30 - 20:00
- Those shifts don't work for you? Please reach out and let us know, we may be able to find a shift for you_

**What you’ll do**:

- Bring your knowledge of Accounting fundamentals when replying to our customer support queries.
- Support Customers to get the most out of Xero, whether they are early in their adoption of cloud accounting software or seasoned professionals.
- Provide quality service to customers, focusing on finding ways to support them with their issues and queries accurately and within our targeted initial response times, through our Salesforce case management system, or by telephone. This will include queries related to accounting and bookkeeping processes.
- Take ownership of enquiries and manage them through to resolution, ensuring Customers are kept up-to-date at all times.
- Communicate outcomes to customers simply, but effectively, ensuring that they are satisfied with the outcomes you give by written responses or by telephone.
- Participate in proactive call campaigns to ensure our customers are getting the most out of Xero.
- Escalate any issues that you are unable to resolve, whilst making sure that the customer is kept up-to-date as the case is escalated.
- Achieve agreed targets, particularly your quality and productivity targets.
- Find and share opportunities to improve the service offered to our customers and Xero processes.
- Keep yourself up-to-date with changes and training within Xero so that you can continue to offer great service to our customers.

**Success looks like**:

- Providing exceptional support and advice on how our customers use their Xero subscription
- Adaptable to grow with the changing needs of our business and Customers
- Collaborates effectively with all teams across Xero
- Provides timely, accurate and helpful responses to customers as per agreed targets
- Escalates priority issues and assists in the prompt resolution of these

**What you’ll bring with you**:

- Previous experience in a service environment and working to service levels and quality targets
- Demonstrated experience in efficient problem solving and resolution
- Experienced IT skills - confident with Microsoft Office, Google suite. (Any experience with other small business accounting systems and/or case management tools is beneficial )
- Accounting or bookkeeping qualification (or working towards) **essential**:

- Clear and concise communication, both written and on the phone
- Confidence to make outbound proactive phone calls
- Diligence and commitment to following through and resolving problems
- Initiative and ability to self-manage, along with flexibility
- Ability to build effective relationships
- A proven team player who proactively assists other team members

**Why Xero?**

Offering very generous paid leave to use however you’d like (plus statutory holidays), dedicated paid leave to care for your physical and mental wellbeing as well as an Employee Assistance Program to access mental health care for you and your family, health insurance, life insurance, and income protection, wellbeing and sports programmes, employee resource groups, 26 weeks of paid parental leave for primary caregivers, an Employee Share P

  • Experience Leader

    4 days ago

    Melbourne, Australia GrowPro Experience Full time

    **About us** We are GrowPro Experience, an international Startup that designs experiences and offers free advice to adventurous souls who want to live, study, and work abroad. **Your functions** - Welcoming students in local coworking (includes airport pick up service) - Negotiation with local partners (related to events and destination activities) -...

  • Experience Leader

    7 months ago

    Melbourne, Australia GrowPro Experience Full time

    **About us** We are GrowPro Experience, an international Startup that designs experiences and offers free advice to adventurous souls who want to live, study, and work abroad. **Your functions** - Welcoming students in local coworking (includes airport pick up service) - Negotiation with local partners (related to events and destination activities) -...

  • Customer Experience Specialist

    6 days ago

    Melbourne, Victoria, Australia Optus Full time

    About the RoleThis is an exciting opportunity to join Optus as a Customer Experience Specialist, working in a dynamic environment with a rapidly growing team. As a key member of the Customer Resolution Team, you will be responsible for managing customer complaints from various sources, ensuring prompt, professional, and caring responses that exceed customer...

  • Customer Experience Specialist

    3 months ago

    Melbourne, Australia Asahi Beverages Full time

    **Your Impact** Asahi Beverages is currently looking to hire a best in class Customer Experience Specialist to join our team** **based in **Southbank, Melbourne**. If you are an experienced customer service specialist with a mind for problem solving and a keen eye for detail this is the role for you! Role will commence early 2025 **Your key...

  • Global Talent Acquisition Specialist

    1 week ago

    Melbourne, Victoria, Australia Intrepid Experience Full time

    About the RoleWe are seeking a highly skilled and motivated Global Talent Acquisition Specialist to join our team. This is an exciting opportunity to work with a dynamic organization that values diversity, equity, and inclusion.Job DescriptionThe successful candidate will be responsible for partnering with our Asia & ANZ teams to support general recruitment...

  • Customer Experience Specialist

    3 months ago

    Melbourne, Australia Inchcape Full time

    Are you passionate about delivering exceptional customer experiences? At Inchcape, we are seeking a dynamic Customer Experience Specialist to join our team and be a key point of contact throughout our customers' retail journey. **About Us** At Trivett Automotive Retail, we're dedicated to being the most customer-centric automotive retailer. We believe that...

  • Customer Experience Specialist

    1 month ago

    Melbourne, Australia Inchcape Full time

    Are you passionate about delivering exceptional customer experiences? At Inchcape, we are seeking a dynamic Customer Experience Specialist to join our team and be a key point of contact throughout our customers' retail journey. **About Us** At Trivett Automotive Retail, we're dedicated to being the most customer-centric automotive retailer. We believe that...

  • Customer Experience Specialist

    2 months ago

    Melbourne, Australia Inchcape Full time

    Are you passionate about delivering exceptional customer experiences? At Inchcape, we are seeking a dynamic Customer Experience Specialist to join our team and be a key point of contact throughout our customers' retail journey. **About Us** At Trivett Automotive Retail, we're dedicated to being the most customer-centric automotive retailer. We believe that...

  • Customer Experience Specialist

    1 month ago

    Melbourne, Australia Inchcape Full time

    Are you passionate about delivering exceptional customer experiences? At Inchcape, we are seeking a dynamic Customer Experience Specialist to join our team and be a key point of contact throughout our customers' retail journey. **About Us** At Trivett Automotive Retail, we're dedicated to being the most customer-centric automotive retailer. We believe that...

  • Customer Experience Specialist

    3 weeks ago

    Melbourne, Australia Asahi Beverages Full time

    **Your Impact** Asahi Beverages is currently looking to hire a best-in-class Customer Experience Specialist to join our team**based in **Southbank, Melbourne**. If you are an experienced customer service specialist with a mind for problem solving and a keen eye for detail this is the role for you! **Your key accountabilities will include**: - Take...

  • Customer Experience Specialist

    8 months ago

    Melbourne, Australia TAL Full time

    Company Description TAL is Australia’s life insurance specialist. Part of the Dai-ichi Life, one of Japan’s largest life insurers, TAL provides life and disability insurance and income protection solutions to more Australians than any other insurer. **What’s in it for you**: TAL is much more than a place to come to work. It’s a place to help our...

  • Customer Experience Specialist

    6 months ago

    Melbourne, Australia Xero Full time

    Xero is a beautiful, easy-to-use platform that helps small businesses and their accounting and bookkeeping advisors grow and thrive. At Xero, our purpose is to make life better for people in small business, their advisors, and communities around the world. This purpose sits at the centre of everything we do. We support our people to do the best work of...

  • Customer Experience Specialist

    7 months ago

    Melbourne, Australia Inchcape Full time

    **Operating Monday to Saturday; rotating roster Saturday**: - **Flexible hours; perfect for parents or students!**: - **Permanent Part time or Full time positions (open to casual)** At bravoauto our core purpose is to create an incredible customer experience for the most iconic car brands in the world. Our goal is to exceed our customers' expectations....

  • Customer Experience Specialist

    4 days ago

    Melbourne, Australia Asahi Beverages Full time

    **The Role** CUB is currently looking to hire a highly motivated, best in class Customer Experience Specialist to join our Customer Experience Centre team** **based in **Southbank, Melbourne** If you’re a problem-solving detective with a keen eye for detail this is the role for you! **Your key accountabilities will include**: - Take ownership to...

  • Customer Experience Specialist

    4 days ago

    Melbourne, Australia TAL Full time

    Company Description TAL is Australia’s life insurance specialist. For over 150 years we’ve been protecting people as partners in life. Part of the Dai-ichi Life, one of Japan’s largest life insurers, TAL provides life and disability insurance and income protection solutions to more Australians than any other insurer. TAL currently employs over 3,000...

  • Melbourne - Customer Experience Specialist

    6 months ago

    Melbourne, Australia Percepta Full time

    Melbourne - Customer Experience Specialist AU-VIC-Melbourne **Description**: Description - External The Customer Experience Specialist (CXS) will work with customers and prospective buyers to earn and retain their loyalty to our customer, a globally recognized provider of high-quality automotive products and services. This will be accomplished by creating...

  • Customer Experience Specialist

    7 months ago

    Melbourne, Australia Inchcape Full time

    **Operating Monday to Saturday; rotating roster Saturday**: - **Flexible hours; perfect for parents or students!**: - **Permanent Part time or Full time positions (open to casual)** At bravoauto our core purpose is to create an incredible customer experience for the most iconic car brands in the world. Our goal is to exceed our customers' expectations....

  • Customer Experience Specialist

    4 weeks ago

    Melbourne, Australia Inchcape Full time

    Are you passionate about delivering exceptional service and closing the sale? - Do you love cars and want to be part of a dynamic, innovative team? Look no further! At **Trivett Automotive Retail**, we’re part of the global **Inchcape** family, a leading name in the automotive world with operations in nearly 30 countries. Representing iconic brands like...

  • Customer Experience Specialist

    9 months ago

    Melbourne, Australia Asahi Beverages Full time

    **Your Impact** Asahi Beverages is currently looking to hire a highly motivated, best in class Customer Experience Specialist to join our Customer Experience Centre team** **based in **Southbank, Melbourne** If you’re a problem-solving detective with a keen eye for detail this is the role for you! **Your key accountabilities will include**: - Take...

  • Customer Experience Specialist

    7 months ago

    Melbourne, Australia BASF Australia Ltd. Full time

    **About BASF** We are the world’s leading chemical company, we create chemistry for a sustainable future. Our broad portfolio ranges from Agriculture, Performance Materials, Health & Nutrition, Chemicals, Coatings to Energy & Resources. We are proud of our strong history of innovation. Every day, our global team of over 117,000 individuals work together...