Customer Experience Specialist

📋 Description

• Provide high-quality multi-channel support; act as brand ambassador.
• Proactively reach out to customers to guide next actions.
• Use Salesforce and Generative AI to enhance CX delivery.
• Collaborate across teams to resolve queries quickly.
• Hybrid setup: 3 days in office, Wed mandatory; 2 remote; training in-office.
• Support small businesses, bookkeepers, and accountants.

🎯 Requirements

• Experience in a service env with SLAs/quality targets.
• Clear, concise communication via email/phone.
• Confident outbound calling; self-manage daily tasks.
• Growth mindset; willingness to learn.
• Team player; builds trusting relationships.
• Proficient in MS Office or Google Suite; accounting systems bonus.

🎁 Benefits

• Hybrid work arrangement: 3 days in office, 2 remote.
• Initial training in-office for 5 days.
• Work with Xero's Customer Experience team.
• Based in Wellington, NZ with access to local office.