Customer Experience Specialist

📋 Description

• Provide timely, high-quality support to customers across channels (phone, email, chat).
• Assist with accounting and bookkeeping queries while upholding SLAs and quality targets.
• Record case details in the case management system (e.g., Salesforce) and escalate when needed.
• Maintain up-to-date knowledge of Xero product changes and internal processes.
• Collaborate with CX team to deliver best-in-class customer experiences globally.
• Handle proactive and reactive outbound calls to resolve inquiries.

🎯 Requirements

• Experience in a service/support environment with ability to meet service levels.
• Strong problem-solving and resolution skills; follow-through to close cases.
• Clear written and verbal communication.
• Comfort making outbound calls and engaging with customers proactively.
• Initiative, self-management, and adaptability; collaborative team player.
• Apply despite not matching perfectly—bring skills, passion, and perspective.

🎁 Benefits

• Evening pay supplement for shifts ending 8:00 PM.
• Flexible working options across regional schedules.