About this role
Role Overview
- provide high-quality support across all channels, such as phone, email, and chat
- proactively engage with customers to help them maximise the benefits of Xero
- make proactive and reactive outbound calls to manage and resolve inquiries
- stay up-to-date with Xero product changes and record case details
Requirements
- prior experience in a service environment
- proven problem-solving and resolution skills
- ability to communicate clearly and concisely, both written and verbally
- comfort and confidence in making outbound calls
- demonstrate initiative, self-management skills, and flexibility
- proven team player with a willingness to assist and collaborate
Benefits
- Xero brand ambassador
- providing timely, high-quality support and guidance to customers
- empathy, actively listening, and delivering high customer satisfaction
- managing customer inquiries to resolution
- escalating unresolved issues appropriately
- working collaborative in the Customer Experience (CX) team