Customer Experience Specialist

4 weeks ago


Milton Keynes, Milton Keynes, United Kingdom Xero Full time
Xero Customer Experience Specialist

At Xero, we're committed to making life better for small businesses and their advisors. As a Customer Experience Specialist, you'll play a key role in providing exceptional support and guidance to our customers.

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.

What We Offer:
  • Very generous paid leave to use however you'd like (plus statutory holidays).
  • Dedicated paid leave to care for your physical and mental wellbeing.
  • Private medical insurance.
  • Gym passes.
  • Employee resource groups.
  • 26 weeks of paid parental leave for primary caregivers.
  • An Employee Share Plan.


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