Customer Experience Professional

4 weeks ago

Melbourne, Victoria, Australia Xero Full time

About the Role

Xero is a leading cloud accounting platform that helps small businesses and their advisors grow and thrive. We're seeking a skilled Customer Experience Specialist to join our team and provide exceptional support to our customers.

Key Responsibilities

  • 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.
  • 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.
  • Educate customers on how to use Xero to its full potential, providing guidance and support as needed.

Requirements

  • 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.
  • 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.

What You'll Bring

  • A passion for delivering exceptional customer experiences.
  • A proven track record of providing quality service and support.
  • Excellent communication and problem-solving skills.
  • A willingness to learn and adapt to new situations.

About Xero

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.

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