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For Companies At a Glance
- Tasks: Provide top-notch support to customers via phone, email, and chat.
- Company: Join Xero, a leader in helping small businesses thrive.
- Benefits: Generous leave, mental health support, private medical insurance, and flexible working.
- Why this job: Make a real difference by helping customers maximise their use of Xero.
- Qualifications: Experience in customer service, strong problem-solving skills, and clear communication.
- Other info: Dynamic team environment with opportunities for personal and professional growth.
The predicted salary is between 28800 - 48000 £ per year.
Overview
As a CX Specialist, you will be a passionate Xero brand ambassador, responsible for providing timely, high-quality support and guidance to customers of all levels, from beginners to experts. This includes providing support for accounting and bookkeeping queries. You will make an impact by demonstrating empathy, actively listening, and delivering consistently high customer satisfaction across all contact channels.
Responsibilities
- 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 customer inquiries.
- Stay up-to-date with Xero product changes, training, and accurately recording case details in the case management system (e.g., Salesforce).
- Escalate unresolved issues appropriately while keeping customers informed, and manage customer inquiries through to resolution.
- Success is measured by achieving quality and productivity targets and ensuring best-in-class customer experiences.
The Team & How They Connect
The Customer Experience (CX) team works collaboratively to provide proactive and reactive support to a diverse range of Xero users globally, including small business owners, bookkeepers, and accountants. They are dedicated to delighting customers and demonstrating the value Xero brings to their businesses, working 24/7 across various channels.
Where And How You Can Work
- Monday through Friday, 10:30AM – 7PM
- Tuesday through Saturday, 10:30AM – 7PM
- Sunday through Thursday, 10:30AM – 7PM
Start Date
Please note that the anticipated start date will be in February and March 2026.
What We’re Looking For
- 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.
Apply even if your experience isn’t a perfect match! At Xero, we hire based on your skills, passion, and the unique perspective you can bring to enhance our culture and team.
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Customer Experience Specialist employer: Xero
Contact Detail:
Xero Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Experience Specialist
✨Tip Number 1
Get to know Xero inside out! Familiarise yourself with their products and services, especially how they help small businesses. This will not only boost your confidence but also show your genuine interest during interviews.
✨Tip Number 2
Practice your communication skills! Since the role involves engaging with customers across various channels, try role-playing scenarios with friends or family. This will help you articulate your thoughts clearly and effectively.
✨Tip Number 3
Network like a pro! Connect with current or former Xero employees on LinkedIn. Ask them about their experiences and any tips they might have for landing the Customer Experience Specialist role. Plus, it could give you an edge in the application process!
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, we love seeing candidates who take the initiative to engage directly with us.
We think you need these skills to ace Customer Experience Specialist
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your CV and cover letter for the Customer Experience Specialist role. Highlight your relevant experience in service environments and showcase your problem-solving skills. We want to see how you can bring value to our team!
Show Off Your Communication Skills: Since clear communication is key in this role, ensure your written application reflects that. Use concise language and structure your thoughts well. We love a good storyteller, so don’t hesitate to share examples of how you've effectively communicated with customers in the past.
Highlight Your IT Proficiency: Mention any experience you have with Microsoft Office, Google Suite, or accounting tools. We’re looking for someone who’s comfortable with tech, so if you’ve got the skills, flaunt them! It’ll show us you’re ready to hit the ground running.
Apply Through Our Website: We encourage you to submit your application through our website. It’s the best way for us to receive your details directly and ensures you’re considered for the role. Plus, it’s super easy and straightforward!
How to prepare for a job interview at Xero
✨Know Your Stuff
Before the interview, make sure you’re familiar with Xero’s products and services. Brush up on common accounting and bookkeeping queries, as well as any recent updates or changes to their offerings. This will show that you’re genuinely interested and prepared.
✨Showcase Your Communication Skills
Since clear communication is key for a Customer Experience Specialist, practice articulating your thoughts clearly. You might want to role-play common customer scenarios with a friend to refine your responses and ensure you can convey information effectively.
✨Demonstrate Problem-Solving Abilities
Think of examples from your past experience where you successfully resolved customer issues. Be ready to discuss these situations in detail, highlighting your approach and the positive outcomes. This will showcase your problem-solving skills and commitment to customer satisfaction.
✨Be Proactive and Engaging
During the interview, don’t hesitate to ask questions about the role and the team dynamics. Show your enthusiasm for engaging with customers and helping them maximise their use of Xero. This proactive attitude can set you apart from other candidates.
