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Customer Experience Specialist

2 months 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 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 and implement process improvements, enhancing the overall 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 accounting or bookkeeping, with a strong focus on delivering exceptional customer service.
  • Excellent communication and problem-solving skills, with the ability to work in a fast-paced environment and adapt to changing priorities.
  • Proficiency in Microsoft Office and Google Suite, with experience in case management tools and small business accounting systems a plus.
  • A passion for delivering outstanding customer experiences and a commitment to continuous learning and improvement.
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.