Service Delivery Expertise Position

5 days ago


Hastings, Hawke's Bay, New Zealand Xero Full time
Job Overview
Xero is looking for a skilled Customer Experience Specialist to join our team. As a Customer Experience Specialist, you will play a key role in providing exceptional support and advice to our customers, helping them get the most out of Xero's cloud accounting software. You will work closely with our global team to provide 24/7 support, using your deep product knowledge to surprise and delight our customers with a call around the different features they are using.

About You
We are looking for someone with previous experience in a service environment and working to service levels and quality targets. You should be able to demonstrate efficient problem-solving and resolution skills, as well as being confident with Microsoft Office and Google suite. Any experience with other small business accounting systems and/or case management tools is beneficial. You must be able to build effective relationships, be a proven team player who proactively assists other team members, and have initiative and ability to self-manage, along with flexibility.

Responsibilities
• Provide quality service to customers, focusing on finding ways to support them with their issues and queries accurately and within our targeted initial response times, through our Salesforce case management system or by telephone.
• Take ownership of enquiries and manage them through to resolution, ensuring Customers are kept up-to-date at all times.
• Ensure that all case details are captured fully and accurately using case management applications.
• Communicate outcomes to customers simply, but effectively, ensuring that they are satisfied with the outcomes you give by written responses or by telephone.
• Participate in proactive call campaigns to ensure our customers are getting the most out of Xero.
• Achieve agreed targets, particularly your quality and productivity targets.
• Find and share opportunities to improve the service offered to our customers and Xero processes.
• Keep yourself up-to-date with changes and training within Xero so that you can continue to offer great service to our customers.

What We Offer
Xero offers a competitive compensation package, including base salary, shares, and best benefits in town. We also provide opportunities for professional growth and development, as well as a fun, friendly, high-performing team environment.

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