Customer Experience Specialist

Job description

The role & impact

As a CX Specialist, you will be a passionate Xero brand ambassador , responsible for providing timely, high-quality support and guidance to customers of all levels, from beginners to experts. This includes providing support for accounting and bookkeeping queries. You will make an impact by demonstrating empathy, actively listening, and delivering consistently high customer satisfaction across all contact channels.

The work requires resilience and adaptability. You will manage customer inquiries through to resolution, accurately recording case details in the case management system (e.g., Salesforce), and escalating unresolved issues appropriately while keeping customers informed. Success is measured by achieving quality and productivity targets and ensuring best-in-class customer experiences.

The team & how they connect

The Customer Experience (CX) team works collaboratively to provide proactive and reactive support to a diverse range of Xero users globally, including small business owners, bookkeepers, and accountants. They are dedicated to delighting customers and demonstrating the value Xero brings to their businesses , working 24/7 across various channels.

The team is currently working on

• Providing high-quality support across all channels, such as phone, email, and chat.

• Proactively engaging with customers to help them maximise the benefits of Xero.

• Making proactive and reactive outbound calls to manage and resolve customer inquiries.

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