Customer Experience Specialist

📋 Description

• Provide high-quality support across channels to help customers unlock value of Xero.
• Act as brand ambassador and trusted advisor for small business owners, bookkeepers, and accountants.
• Proactively reach out to customers and simplify complex information for fast resolution.
• Collaborate with CX team to resolve queries with efficiency and empathy.
• Utilize tools including Generative AI and Salesforce to enhance service delivery.
• Support evolving CX strategy in a high-change product environment.

🎯 Requirements

• Experience in a service environment with SLAs and quality targets.
• Clear, concise communication via email or phone.
• Ability to make proactive outbound calls and manage daily tasks.
• Growth mindset and willingness to continuously learn.
• Team player with ability to build trustful relationships.
• Proficiency with IT tools (Microsoft Office or Google Suite); accounting systems/case management

🎁 Benefits

• Hybrid work arrangement with three days in the office and two days remote.
• Initial training period in-office five days a week.