Customer Experience Specialist
vor 14 Stunden
Customer Experience Specialist - Accounting Join to apply for the Customer Experience Specialist - Accounting role at Xero. The role & impact As a Customer Experience Specialist - Accounting, you will be a key brand ambassador, providing world‑class support and guidance to small business owners, bookkeepers, and accountants. Your impact is about helping customers unlock the full value of Xero, acting as a trusted and efficient business advisor. You will deliver consistently high levels of customer satisfaction via all contact channels, effectively problem‑solving, and ensuring customers see how Xero adds value to their business. You will provide fast, high‑quality support through proactive outreach and reactive assistance, helping customers – from new adopters to seasoned professionals – get the most out of Xero. This includes communicating outcomes simply and effectively, participating in proactive campaigns, and using your resources to quickly solve problems and provide an empathetic, comprehensive response. You will demonstrate resilience, adaptability, and a passion for resolution in a high‑change environment. The Team & How They Connect The Customer Experience team works together to provide world‑class support, aiming to become trusted and efficient business advisors to Xero customers. The team supports small business owners, bookkeepers, and accountants, collaborating across all teams at Xero to quickly and efficiently resolve customer queries through a variety of channels. The team is currently working on Supporting customers with accounting fundamentals when replying to support queries. Adapting to the ever‑changing landscape of our CX strategy and the products you support. Utilising our tools and technology, including Generative AI and case‑management applications like Salesforce, to deliver the best experience. Actively working towards and achieving key success measures around productivity, quality, and targeted customer outcomes such as retention and utilisation. Where And How You Can Work This team operates a hybrid working arrangement, requiring three days per week in the office, with Wednesday as a mandatory day. You will be able to work from home for the remaining two days. The initial training period will require you to be fully in the office five days a week. We are looking to add Customer Experience Specialists who will work one of the following schedules: Monday through Friday, 10:00 am – 6:30 pm Tuesday through Saturday, 10:00 am – 6:30 pm Anticipated start date: 16 Feb 2026. Here are some of the things we are looking for Diploma or higher qualification in accounting or related course (or working towards one). Commitment to providing excellent service and attentiveness to customers' needs and priorities. Clear and concise communication skills, both written and on the phone, with confidence to make outbound proactive calls. Previous experience working in a service environment and successfully meeting service levels and quality targets. Experience in efficient problem‑solving and resolution, showing initiative and commitment to follow through. Proficient in IT skills, confident with Microsoft Office or Google Suite, and experience with other small‑business accounting systems and/or case‑management tools. Apply even if your experience isn’t a perfect match At Xero, we hire based on your skills, passion, and the unique perspective you can bring to enhance our culture and team. #J-18808-Ljbffr
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