Customer Experience Support Specialist
4 weeks ago
About the Role
Xero is a cloud-based accounting platform that helps small businesses and their accounting and bookkeeping advisors grow and thrive. As a Customer Experience Specialist, you will play a key role in providing exceptional support and guidance to our customers, helping them get the most out of Xero.
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.
- Achieve agreed targets, particularly your quality and productivity targets.
What You'll Bring
- 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.
Why Xero?
Xero offers a range of benefits, including generous paid leave, dedicated paid leave to care for your physical and mental wellbeing, private medical insurance, gym passes, and many other benefits that reflect our human value.
We encourage you to apply if you are excited about this role, but your past experience doesn't align perfectly. You could be just the right person for this role and Xero.
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