Customer Experience Representative

3 weeks ago


Manchester, United Kingdom Xero Full time
Customer Experience Specialist Role

Xero is a leading cloud accounting platform that empowers small businesses and their advisors to grow and thrive. As a Customer Experience Specialist, you will play a vital role in delivering exceptional support and guidance to our customers, helping them to get the most out of Xero's features and functionality.

Key Responsibilities
  • Provide high-quality support to customers via phone, email, and chat, addressing their queries and concerns in a timely and efficient manner.
  • Work collaboratively with cross-functional teams to resolve complex customer issues and improve overall customer satisfaction.
  • 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 and promote Xero's value proposition.
  • Escalate complex issues to senior specialists and work with them to resolve customer concerns.
  • Contribute to the development of knowledge base articles, training materials, and other resources to support customer success.

Requirements
  • Previous experience in a customer-facing role, preferably in a software or technology company.
  • Excellent communication and interpersonal skills, with the ability to build rapport with customers and colleagues alike.
  • Strong problem-solving skills, with the ability to analyze complex issues and develop effective solutions.
  • Proficiency in Microsoft Office and Google Suite, with experience in case management tools and CRM systems a plus.
  • Ability to work in a fast-paced environment, with multiple priorities and deadlines.

What We Offer
  • A competitive salary and benefits package, including generous paid leave and flexible working arrangements.
  • Opportunities for professional growth and development, with training and mentorship programs to support your career goals.
  • A dynamic and supportive team environment, with a focus on collaboration and innovation.
  • A comprehensive employee assistance program, including mental health support and wellness initiatives.

Why Xero?
Xero is a purpose-driven company that is committed to making a positive impact on the lives of small business owners and their advisors. We believe in empowering our customers to succeed, and we're looking for talented individuals who share our passion for customer success and our commitment to excellence.

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