About this role
Role Overview
- Provide timely, high-quality support and guidance to customers of all levels, from beginners to experts.
- Manage customer inquiries through to resolution, accurately recording case details in the case management system.
- Escalate unresolved issues appropriately while keeping customers informed.
- Achieving quality and productivity targets and ensuring best-in-class customer experiences.
Requirements
- You bring prior experience in a service environment, having demonstrated the ability to meet service levels and quality targets.
- You possess proven problem-solving and resolution skills, showing commitment to following through and resolving customer problems.
- You can communicate clearly and concisely, both written and verbally.
- You will have comfort and confidence in making proactive and reactive outbound calls.
- You demonstrate initiative, self-management skills, and flexibility, embracing challenges and adapting quickly to change.
- You are a proven team player with a willingness to assist and collaborate with other team members.
Benefits
- Proactively engaging with customers to help them maximise the benefits of Xero.
- Making proactive and reactive outbound calls to manage and resolve customer inquiries.
- Staying up-to-date with Xero product changes, training, and accurately recording case details.