Customer Experience Representative

3 weeks ago


Manchester, United Kingdom Xero Full time

About the Role

Xero is a leading cloud accounting platform that helps small businesses and their 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.

Requirements

  • 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.
  • Experience in accounting, bookkeeping and/or small business is desirable.
  • Clear and concise communication, both written and on the phone.

What We Offer

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, employee resource groups, and 26 weeks of paid parental leave for primary caregivers.

Why Xero?

Xero is a purpose-driven company that is committed to making life better for people in small business, their advisors, and communities around the world. We are looking for talented individuals who share our purpose and values, and who are passionate about delivering exceptional customer experiences.



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