Customer Experience Specialist

11 hours ago

Melbourne, Victoria, Australia Xero Full time
About the Role

Xero is a leading cloud accounting platform that empowers small businesses and their advisors to grow and thrive. As a Customer Experience Specialist, you will play a key role in delivering exceptional support and guidance to our customers, helping them to get the most out of Xero.

Key Responsibilities
  • Provide timely and accurate support to customers through various channels, including phone, email, and chat.
  • Utilize your knowledge of accounting fundamentals to resolve customer queries and issues.
  • Collaborate with internal teams to ensure seamless customer experiences and resolve complex issues.
  • Participate in proactive call campaigns to engage with customers and promote Xero's features and benefits.
  • Escalate complex issues to senior team members and provide updates to customers.
  • Contribute to the development of knowledge base articles and other resources to support customer success.
Requirements
  • Previous experience in a customer-facing role, preferably in accounting or bookkeeping.
  • Strong knowledge of accounting principles and practices.
  • Excellent communication and problem-solving skills.
  • Ability to work in a fast-paced environment and prioritize multiple tasks.
  • Experience with CRM software and other customer support tools.
What We Offer

Xero is committed to providing a supportive and inclusive work environment that fosters growth and development. As a Customer Experience Specialist, you will have the opportunity to work with a talented team, develop your skills and expertise, and make a meaningful impact on our customers' success.

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