Customer Experience Specialist

Xero
New Zealand
Workplace: HybridFull timeFunction: Customer Support (Service Desk)Skills: ["Empathy","Problem resolution","Communication","Proactive outreach","Teamwork"]

Act as a brand ambassador and trusted advisor for Xero customers, providing high-quality support and guidance across multiple channels. Engage in proactive outbound call campaigns, simplify complex information, and help customers achieve the best next actions for their businesses. Manage and resolve customer cases using platforms such as Salesforce, using tools like Generative AI to improve support delivery and maintain accurate data capture.

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FursaFursa
Xero
Xero
1 day ago

Customer Experience Specialist

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Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI
Last checked: 11 hours agoStatus: Live
Reposted: similar role first listed 4 months ago

Job Summary

Act as a brand ambassador and trusted advisor for Xero customers, providing high-quality support and guidance across multiple channels. Engage in proactive outbound call campaigns, simplify complex information, and help customers achieve the best next actions for their businesses. Manage and resolve customer cases using platforms such as Salesforce, using tools like Generative AI to improve support delivery and maintain accurate data capture.
Location: New Zealand
Workplace: Hybrid
Employment Type: Full time
Job Function: Customer Support (Service Desk)

Key Responsibilities

  • •Provide high-quality customer support and guidance across multiple channels to help customers unlock Xero value.
  • •Act as a trusted advisor by proactively reaching out to customers and simplifying complex information.
  • •Engage in proactive call campaigns to help customers identify the best next action for their business.
  • •Manage and resolve customer cases using platforms such as Salesforce, ensuring accurate data capture.
  • •Adapt to evolving CX strategy and product changes in a high-change environment.

Key Requirements

  • •Experience from a service environment working towards service levels and quality targets.
  • •Clear, concise, authentic communication by phone and email.
  • •Confidence to make proactive outbound calls and initiative to self-manage daily tasks.
  • •Growth mindset and readiness to consistently learn and build knowledge.
  • •Proficiency with IT tools like Microsoft Office or Google Suite; experience with accounting systems or case management tools is a bonus.
Experience:Customer support
Skills:EmpathyProblem resolutionCommunicationProactive outreachTeamwork
Tech Stack:SalesforceGenerative AIMicrosoft OfficeGoogle Suite

Company Brief

Xero
Provides cloud-based accounting, payroll, and financial management software for small and medium-sized businesses, enabling invoicing, bank reconciliation, reporting, and integrations with third-party apps globally.
Industry: Enterprise Software
Company Size: Enterprise (1,001+ employees)
Revenue: USD 1B+
Growth: Public Company
Valuation: Public Company (Market Cap in USD)
Funding: IPO / Publicly Listed
Headquarters: Wellington, New Zealand
Founded: 2006
WebsiteLinkedIn