Customer Experience Specialist

3 days ago

Manchester, 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 Xero.

Key Responsibilities
  • Provide timely and accurate support to customers via phone, email, or chat, addressing their queries and concerns related to accounting and bookkeeping processes.
  • Take ownership of customer cases, ensuring prompt resolution and effective communication throughout the process.
  • Collaborate with cross-functional teams to identify opportunities for process improvements and implement changes that enhance the customer experience.
  • Stay up-to-date with Xero's products and services, as well as industry trends and best practices, to provide expert advice and guidance to customers.
  • Participate in proactive call campaigns to engage with customers, understand their needs, and provide tailored solutions.
What You'll Bring
  • Previous experience in a customer-facing role, preferably in a service environment, with a strong focus on quality and service levels.
  • Excellent problem-solving skills, with the ability to think critically and creatively to resolve complex customer issues.
  • Strong communication and interpersonal skills, with the ability to build rapport with customers and colleagues alike.
  • Proficiency in Microsoft Office and Google Suite, with experience in small business accounting systems and 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 make a real impact on our customers' lives, while growing your skills and expertise in a rapidly evolving industry.

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