Customer Experience Specialist

Xero is a beautiful, easy-to-use platform that helps small businesses and their accounting and bookkeeping advisors grow and thrive.  At Xero, our purpose is to make life better for people in small business, their advisors, and communities around the world. This purpose sits at the centre of everything we do. We support our people to do the best work of their lives so that they can help small businesses succeed through better tools, information and connections. Because when they succeed they make a difference, and when millions of small businesses are making a difference, the world is a more beautiful place. How you'll make an impact Xero's Customer Experience Team works together to provide 24/7 support to Xero users. We are Xero brand ambassadors and aim to delight our customers and make it easy for them to see how Xero adds value to their business. The Customer Experience Specialist plays a key role at Xero and within Xero's Customer Experience team. You will provide support and guidance to small business owners, bookkeepers and accountants when they reach out to us with a question and when we reach out to them proactively by phone. Our aim is to help our customers through their queries quickly and efficiently. Sometimes you won't know the right answer, but you're the kind of person who is up for the challenge to use their curiosity, resourceful nature and enjoys solving problems to create beautiful experiences. You'll be empowered to make decisions in the best interests of our customers and our business. We are looking to add Customer Experience Specialists to our team who will work from 11:00am - 8:00pm, on a Monday through Friday, Tuesday through Saturday, or Sunday through Thursday schedule. What you'll doSupport Customers to get the most out of Xero, whether they are early in their adoption of cloud accounting software or seasoned professionals.Provide quality service to customers, focusing on finding ways to support them with their issues and queries accurately and within our targeted initial response times, through our Salesforce case management system, or by telephone. This will include queries related to accounting and bookkeeping processes.Take ownership of enquiries and manage them through to resolution, ensuring Customers are kept up-to-date at all times.Ensure that all case details are captured fully and accurately using case management applications.Communicate outcomes to customers simply, but effectively, ensuring that they are satisfied with the outcomes you give by written responses or by telephone.Participate in proactive call campaigns to ensure our customers are getting the most out of Xero. Escalate any issues that you are unable to resolve, whilst making sure that the customer is kept up-to-date as the case is escalated.Achieve agreed targets, particularly your quality and productivity targets.Find and share opportunities to improve the service offered to our customers and Xero processes.Keep yourself up-to-date with changes and training within Xero so that you can continue to offer great service to our customers.Success looks likeProviding exceptional support and advice on how our customers use their Xero subscriptionAdaptable to grow with the changing needs of our business and CustomersCollaborates effectively with all teams across XeroProvides timely, accurate and helpful responses to customers as per agreed targets Escalates priority issues and assists in the prompt resolution of theseCaptures and shares feedback from Customers regarding improvements to the Xero accounting application and its associated service delivery platformWhat you'll bring with youPrevious experience in a service environment and working to service levels and quality targetsDemonstrated experience in efficient problem solving and resolutionExperienced IT skills - confident with Microsoft Office, Google suite. (Any experience with other small business accounting systems and/or case management tools is beneficial )Experience in accounting, bookkeeping and/or small business is desirableClear and concise communication, both written and on the phone Confidence to make outbound proactive phone calls Diligence and commitment to following through and resolving problemsInitiative and ability to self-manage, along with flexibilityAbility to build effective relationshipsA proven team player who proactively assists other team membersYou're likely to beEmpathetic – You'll be able to put yourself in your customers' shoes and understand their individual circumstancesCommitted – You will want to do the best job you can possibly do to making customers lives betterCurious – You're always looking to find different ways of doing thingsAttentive – You enjoy listening to customers and what matters most to themConnected – You want to develop strong, trust-based relationshipsCourageous – You are confident to make decisions in the best interests of our customers and our business, to drive positive change Why Xero Offering very generous paid leave to use however you'd like (plus statutory holidays!), dedicated paid leave to care for your physical and mental wellbeing as well as an Employee Assistance Program to access mental health care for you and your family, free medical insurance, wellbeing and sports programmes, employee resource groups, 26 weeks of paid parental leave for primary caregivers, an Employee Share Plan, beautiful offices, flexible working, career development, and many other benefits that reflect our human value, you'll do the best work of your life at Xero. Our collaborative and inclusive culture is one we're immensely proud of. We know that a diverse workforce is a strength that enables businesses, including ours, to better understand and serve customers, attract top talent and innovate successfully. At Xero we embrace diversity and inclusion and value a #challenge mindset. Research has shown that women and underrepresented groups are less likely to apply to jobs unless they meet every single competency or experience . If you are excited about this role, but your past experience doesn't align perfectly, we encourage you to apply anyway. You could be just the right person for this role and Xero. If you have any support or access requirements, we encourage you to advise us at time of application and throughout the interview process. Xero is an NZ Immigration Accredited Employer and Rainbow Tick certified too. 
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