Customer Experience Specialist

Our PurposeOur PurposeAt Xero, we're here to help supercharge small businesses.

We do this by automating routine tasks, surfacing actionable insights and connecting businesses with the right data, advisors and apps.

When that happens, we're not only making life better for small business, we'll be building a stronger economy that can change the world.How you'll make an impactXero's Customer Experience (CX) team works collaboratively to provide 24 / 7 proactive and reactive support to a diverse range of Xero users, including small business owners, bookkeepers, and accountants.

As a CX Specialist, you'll be a passionate Xero brand ambassador, dedicated to delighting our customers and demonstrating the value Xero brings to their businesses.In this role, you will provide support and guidance, demonstrating empathy by actively listening and putting yourself in our customers' shoes, to deliver consistently high-quality customer satisfaction across all contact channels.

The work is both challenging and rewarding, requiring resilience and adaptability.

While you may not always have immediate answers, you'll be someone who embraces challenges and adapts quickly to change.

You'll use your resilience and available resources to thoroughly and effectively research to provide best-in-class customer experiences across all our channels.We are looking to add Customer Experience Specialists to our team who will work one of the following schedules : Sunday through to Thursday, 11 : 00 am - 8 : 00 pmTuesday through Saturday, 11 : 00 am - 8 : 00 pmPlease note that the anticipated start date will be in 19th Jan

• .If you're someone who thrives in a dynamic environment, we encourage you to apply.What you'll doProvide timely, high-quality support to customers of all levels, from beginners to experts, across all channels (such as phone, email and chat), including support for accounting and bookkeeping queries.Manage customer inquiries through to resolution, ensuring customers are kept informed.Accurately record case details using our case management system (e.g., Salesforce).

Communicate clearly and effectively to ensure high levels of customer satisfaction.Proactively engage with customers to help them maximise the benefits of Xero.Escalate unresolved issues appropriately, keeping customers updated throughout the process.Achieve quality and productivity targets.Stay up-to-date with Xero product changes and training.What you'll Bring With YouPrior experience in a service environment, demonstrating the ability to meet service levels and quality targets.Proven problem-solving and resolution skills.Proficient IT skills, including experience with Microsoft Office or Google Suite; experience with accounting and case management tools are a plus.Clear and concise communication skills, both written and verbal.Confidence and comfort in making proactive & reactive outbound calls.Diligence and commitment to following through and resolving customer problems.Initiative, self-management skills, and flexibility.A proven team player with a willingness to assist other team members.How to ApplyWe encourage applications from all backgrounds and experiences.

If you're passionate about providing exceptional customer service and helping small businesses succeed, we'd love to hear from you.Why XeroOffering very generous paid leave to use however you'd like (plus statutory holidays!), dedicated paid leave to care for your physical and mental wellbeing as well as an Employee Assistance Program to access mental health care for you and your family, free medical insurance, wellbeing and sports programmes, employee resource groups, 26 weeks of paid parental leave for primary caregivers, an Employee Share Plan, beautiful offices, flexible working, career development, and many other benefits that reflect our human value, you'll do the best work of your life at Xero.Our collaborative and inclusive culture is one we're immensely proud of.

We know that a diverse workforce is a strength that enables businesses, including ours, to better understand and serve customers, attract top talent and innovate successfully.

At Xero we embrace diversity and inclusion and value a #challenge mindset.We encourage applicants to apply even if their past experience doesn't perfectly align with every listed competency.

If you have any support or access requirements, please advise us at the time of application and throughout the interview process.Xero is an NZ Immigration Accredited Employer and Rainbow Tick certified.

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