Customer Experience Specialist

What you’ll do

• Bring your knowledge of Accounting fundamentals when replying to our customer support queries.
• Support 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 like

• Providing exceptional support and advice on how our customers use their Xero subscription
• Adaptable to grow with the changing needs of our business and Customers
• Collaborates effectively with all teams across Xero
• Provides timely, accurate and helpful responses to customers as per agreed targets 
• Escalates priority issues and assists in the prompt resolution of these
• Captures and shares feedback from Customers regarding improvements to the Xero accounting application and its associated service delivery platform

What you’ll bring with you

• Previous experience in a service environment and working to service levels and quality targets
• Demonstrated experience in efficient problem solving and resolution
• Experienced IT skills - confident with Microsoft Office, Google suite. (Any experience with other small business accounting systems and/or case management tools is beneficial )
• Accounting or bookkeeping qualification (or working towards) essential
• Clear and concise communication, both written and on the phone 
• Confidence to make outbound proactive phone calls 
• Diligence and commitment to following through and resolving problems
• Initiative and ability to self-manage, along with flexibility
• Ability to build effective relationships
• A proven team player who proactively assists other team members

You’re likely to be

• Empathetic – You’ll be able to put yourself in your customers’ shoes and understand their individual circumstances
• Committed – You will want to do the best job you can possibly do to making customers lives better
• Curious – You’re always looking to find different ways of doing things
• Attentive – You enjoy listening to customers and what matters most to them
• Connected – You want to develop strong, trust-based relationships
• Courageous – You are confident to make decisions in the best interests of our customers and our business, to drive positive change