Customer Experience Specialist
20 hours ago
This is a Customer Experience Specialist role with Xero, a leading company in Australia. As a key member of the Customer Experience Team, you will provide 24/7 support to Xero users, working closely with small business owners, bookkeepers, and accountants to resolve their queries and provide exceptional service.
Key Responsibilities- Provide support and guidance to customers through phone, email, and chat, ensuring timely and accurate responses to their queries.
- Work collaboratively with the Customer Experience Team to achieve quality and productivity targets, escalating any issues that cannot be resolved.
- Participate in proactive call campaigns to ensure customers are getting the most out of Xero, identifying opportunities to improve the service offered and Xero processes.
- Stay up-to-date with changes and training within Xero, ensuring you can continue to offer great service to customers.
- Previous experience in a service environment, working to service levels and quality targets.
- Demonstrated experience in efficient problem-solving and resolution, with a strong understanding of accounting fundamentals.
- Excellent communication and interpersonal skills, with the ability to build effective relationships and work collaboratively with the team.
- Ability to work in a fast-paced environment, with a high level of flexibility and adaptability.
Xero is committed to providing a supportive and inclusive work environment, with opportunities for growth and development. As a Customer Experience Specialist, you will have the chance to work with a talented team, develop your skills and expertise, and make a real impact on the lives of Xero customers.
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