Customer Experience Liaison
5 days ago
Xero is a cloud-based accounting platform that helps small businesses and their advisors thrive. At Xero, our purpose is to make life better for people in small business, their advisors, and communities worldwide.
We support our team members to do the best work of their lives so they can help small businesses succeed through better tools, information, and connections.
The Customer Experience Team works together to provide 24/7 support to Xero users, serving as brand ambassadors and aiming to delight customers while making it easy for them to see how Xero adds value to their business.
As a key member of the team, you will provide support and guidance to small business owners, bookkeepers, and accountants when they reach out with questions or when we proactively contact them by phone.
Your goal is to help customers resolve their queries quickly and efficiently, sometimes requiring creative problem-solving and resourcefulness.
You will be empowered to make decisions in the best interests of our customers and our business.
Our ideal candidate has experience in a service environment, working to service levels and quality targets, with efficient problem-solving and resolution skills, and strong IT skills, particularly with Microsoft Office and Google Suite.
A finance, accounting, commerce, or bookkeeping qualification (or working towards) is essential, along with clear and concise communication skills, both written and on the phone, and the ability to build effective relationships and work collaboratively with other teams.
Key Responsibilities- Provide exceptional support and advice to customers on using their Xero subscription
- Collaborate effectively with all teams across Xero
- Escalate priority issues and assist in prompt resolution
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