Customer Experience Specialist

📋 Description

• Proactively drive customer guidance across channels to help next actions.
• Provide high-quality support with empathy, resolving queries quickly.
• Use proactive call campaigns to support customer business needs.
• Utilise Generative AI to enhance support delivery.
• Manage and resolve cases in Salesforce ensuring data accuracy.
• Adapt to evolving CX strategy in a changing product landscape.

🎯 Requirements

• Experience in a service environment with targets and SLAs.
• Clear, concise communication, written or verbal.
• Confidence to make outbound calls and self-manage tasks.
• Growth mindset and willingness to continuously learn.
• Team player who builds relationships through collaboration.
• Proficiency with IT tools like Microsoft Office or Google Suite; accounting systems bonus.

🎁 Benefits

• Hybrid work arrangement: three days in office, two days remote; initial training in-office five
• Be part of a world-class Customer Experience team serving Xero customers.
• Access to learning and development opportunities.