Customer Experience Specialist

📋 Description

• Act as a brand ambassador and trusted advisor for Xero's customers
• Provide high-quality support and guidance through a variety of channels
• Engage in proactive call campaigns to help customers achieve their business goals
• Utilize modern tools and technology, including Generative AI, to enhance customer support delivery
• Manage and resolve customer cases using platforms like Salesforce to ensure accurate data capture
• Adapt to evolving customer experience strategies and product landscapes

🎯 Requirements

• Experience in a service environment with successful performance against service levels and quality
• Clear, concise, and authentic communication skills, both written and verbal
• Confidence in making proactive outbound calls and self-managing daily tasks
• Growth mindset and readiness to continuously learn and build knowledge
• Commitment to team collaboration and building relationships through trust
• Proficiency with IT tools like Microsoft Office or Google Suite

🎁 Benefits

• Hybrid working arrangement: 3 days in office, 2 days from home
• Full-time role (40 hours per week) in New Zealand
• Flexible shift options (Sunday–Thursday or Tuesday–Saturday, 7am–8pm)