Customer Experience Specialist
4 weeks ago
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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