Customer Experience Specialist

3 weeks ago

Milton Keynes, Milton Keynes, United Kingdom Xero Full time
About the Role

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

Key Responsibilities
  • Provide timely and accurate support to customers via phone, email, and chat, resolving their queries and issues efficiently.
  • Collaborate with cross-functional teams to ensure seamless customer experiences and identify opportunities for process improvements.
  • Develop and maintain in-depth knowledge of Xero's features and functionality to provide expert advice and guidance to customers.
  • Escalate complex issues to senior teams and work closely with customers to resolve their concerns.
  • Contribute to the development of knowledge base articles, training materials, and other resources to support customer success.
  • Participate in proactive call campaigns to engage with customers, understand their needs, and provide personalized support.
What You'll Bring
  • Previous experience in a customer-facing role, preferably in a technical or accounting environment.
  • Excellent communication and problem-solving skills, with the ability to work in a fast-paced environment.
  • Strong knowledge of accounting principles and practices, with a focus on cloud accounting and bookkeeping.
  • Ability to work independently and as part of a team, with a customer-centric approach.
  • Proficiency in Microsoft Office and Google Suite, with experience in case management tools a plus.
Why Xero?

Xero offers a dynamic and supportive work environment, with a focus on employee well-being 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 real impact on our customers' success.

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