Xero Milton Keynes, United Kingdom
Overview
Join to apply for the Customer Experience Specialist role at Xero. At Xero, we’re here to help supercharge small businesses by automating routine tasks, surfacing actionable insights and connecting businesses with the right data, advisors and apps.
What you’ll do
* Provide timely, high-quality support to customers of all levels, from beginners to experts, across all channels (phone, email and chat), including support for accounting and bookkeeping queries.
* Manage customer inquiries through to resolution, ensuring customers are kept informed.
* Communicate clearly and effectively to ensure high levels of customer satisfaction.
* Proactively engage with customers to help them maximise the benefits of Xero.
* Escalate unresolved issues appropriately, keeping customers updated throughout the process.
* Achieve quality and productivity targets.
* Stay up-to-date with Xero product changes and training.
What you’ll bring
* Prior experience in a service environment, demonstrating the ability to meet service levels and quality targets.
* Proven problem-solving and resolution skills.
* Proficient IT skills, including experience with Microsoft Office or Google Suite; experience with accounting and case management tools are a plus.
* Clear and concise communication skills, both written and verbal.
* Confidence and comfort in making proactive & reactive outbound calls.
* Diligence and commitment to following through and resolving customer problems.
* Initiative, self-management skills, and flexibility.
* A proven team player with a willingness to assist other team members.
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, private medical insurance, gym passes, employee resource groups, 26 weeks of paid parental leave for primary caregivers, an Employee Share Plan, beautiful offices, flexible working, and many other benefits that reflect our human value, you’ll do the best work of your life at Xero.
Seniority level
* Not Applicable
Employment type
* Full-time
Job function
* Other
Industries
* Software Development
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