Customer Experience Specialist

Join Xero as a Customer Experience Specialist, where you'll be a passionate brand ambassador providing high-quality support to customers of all levels. You'll manage inquiries through to resolution, accurately recording case details and escalating unresolved issues. The CX team works collaboratively to provide proactive and reactive support to a diverse range of Xero users globally. This position offers flexible schedules and an evening pay supplement for shifts ending at 8:00 PM.

• Providing timely, high-quality support and guidance to customers of all levels, including support for accounting and bookkeeping queries.
• Managing customer inquiries through to resolution, accurately recording case details in the case management system, and escalating unresolved issues appropriately.
• Proactively engaging with customers to help them maximize the benefits of Xero, including making proactive and reactive outbound calls to manage and resolve inquiries.
• You are a proven team player with a willingness to assist and collaborate with other team members
• You demonstrate initiative, self-management skills, and flexibility, embracing challenges and adapting quickly to change
• You bring prior experience in a service environment, having demonstrated the ability to meet service levels and quality targets
• You can communicate clearly and concisely, both written and verbally
• You will have comfort and confidence in making proactive and reactive outbound calls
• You possess proven problem-solving and resolution skills, showing commitment to following through and resolving customer problems
• Apply even if your experience isn't a perfect match