Conduct high-quality support and guidance through various channels to ensure customers unlock the full value of Xero.
Proactively reach out to customers and simplify complex information for better understanding.
Build strong relationships while ensuring customer satisfaction through empathy and resolution passion.
Collaborate effectively within the Customer Experience team to resolve customer queries.

You bring experience from a service environment where you have successfully worked towards service levels and quality targets.
Your communication style is clear, concise, and authentic, whether you are writing an email or speaking on the phone.
You possess the confidence to make proactive outbound calls and the initiative to self-manage your daily tasks.
A growth mindset and a readiness to consistently learn and build knowledge are essential to your success.
You are a committed team player who proactively assists others and builds relationships through trust.
Proficiency with IT tools like Microsoft Office or Google Suite is required, and experience with accounting systems or case management tools is a bonus.

Engaging in proactive call campaigns to help customers achieve the best next action for their business.
Utilising modern tools and technology, including Generative AI, to enhance the delivery of customer support.
Managing and resolving customer cases using platforms like Salesforce to ensure accurate data capture.
Adapting to the evolving CX strategy and product landscape to support users in a high-change environment.

Customer Experience Specialist

Key skills