Customer Experience Specialist

📋 Description

• Provide high-quality support across phone, email and chat channels.
• Proactively engage customers to maximise Xero benefits.
• Make proactive and reactive outbound calls to manage inquiries.
• Record case details accurately in the case management system (e.g., Salesforce).
• Escalate unresolved issues and keep customers informed.
• Support diverse Xero users globally, focusing on customer satisfaction.

🎯 Requirements

• Experience in a service environment with proven ability to meet service levels and quality targets.
• Strong problem-solving and resolution skills with follow-through.
• Clear, concise written and verbal communication.
• Comfort and confidence in making outbound calls.
• Initiative, self-management and flexibility to adapt to change.
• Team player with willingness to assist and collaborate with others.

🎁 Benefits

• Hybrid working arrangement: three days in the office, two days remote.
• In-office training period required at start (five days a week).
• Evening pay supplement for shifts ending at 8:00 PM.