Customer Experience Specialist

📋 Description

• Acting as a brand ambassador and trusted advisor to ensure customers unlock the full value of Xero
• Providing high-quality support and guidance through a variety of channels, helping users navigate
• Engaging in proactive call campaigns to help customers achieve the best next action for their
• Utilising modern tools and technology, including Generative AI, to enhance the delivery of customer
• Managing and resolving customer cases using platforms like Salesforce to ensure accurate data
• Adapting to the evolving CX strategy and product landscape to support users in a high-change

🎯 Requirements

• Experience from a service environment working towards service levels and quality targets
• Clear, concise, and authentic communication style
• Confidence to make proactive outbound calls and initiative to self-manage daily tasks
• Growth mindset and readiness to continuously learn
• Committed team player who builds relationships through trust
• Proficiency with Microsoft Office or Google Suite; experience with accounting systems or case

🎁 Benefits

• Hybrid working arrangement (3 days in office, 2 days remote)
• Full-time role (40 hours per week)
• Opportunity to work with modern tools including Generative AI
• Supportive team environment