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For Companies At a Glance
- Tasks: Provide top-notch support to Xero customers, resolving queries and ensuring satisfaction.
- Company: Join a dynamic team at Xero, a leader in accounting software.
- Benefits: Flexible working hours, collaborative culture, and opportunities for growth.
- Other info: Work with a supportive team dedicated to helping diverse users globally.
- Why this job: Be a brand ambassador and make a real difference in customer experiences.
- Qualifications: Experience in customer service, strong communication, and problem-solving skills.
The predicted salary is between 30000 - 40000 £ per year.
The role & impact
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. The work requires resilience and adaptability. You will manage customer inquiries through to resolution, accurately recording case details in the case management system (e.g., Salesforce), and escalating unresolved issues appropriately while keeping customers informed. 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. The team is currently working on:
- Providing high-quality support across all channels, such as phone, email, and chat.
- 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.
Where and how you can work
We are looking to add Customer Experience Specialists to our team who will work one of the following schedules:
- Tuesday through Saturday, 11:30AM - 8PM
- Sunday through Thursday, 11:30AM - 8PM
Here are some of the things we are looking for, for this role:
- 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.
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 the company inside out! Research Xero's values, products, and customer experience approach. This will help you tailor your conversations and show that you're genuinely interested in being a part of their team.
✨Tip Number 2
Practice your communication skills! Since you'll be dealing with customers from all backgrounds, it’s crucial to articulate your thoughts clearly. Try role-playing common customer scenarios with friends or family to build your confidence.
✨Tip Number 3
Show off your problem-solving skills! Think of examples from your past experiences where you successfully resolved customer issues. Be ready to share these stories during interviews to demonstrate your ability to handle challenges.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows you’re proactive and keen on joining the Xero family. We can’t wait to see what you bring to the table!
We think you need these skills to ace Customer Experience Specialist
Some tips for your application 🫡
Show Your Passion for Customer Experience: When writing your application, let your enthusiasm for customer service shine through! We want to see how you connect with customers and your commitment to providing top-notch support. Share any relevant experiences that highlight your passion for helping others.
Tailor Your Application: Make sure to customise your application to reflect the specific skills and experiences mentioned in the job description. We love seeing candidates who take the time to align their background with what we’re looking for, especially in areas like problem-solving and communication.
Be Clear and Concise: In your written application, clarity is key! Use straightforward language and keep your points concise. We appreciate applicants who can communicate effectively, just like we do with our customers. Avoid jargon unless it’s relevant to the role.
Apply Through Our Website: Don’t forget to submit your application through our website! It’s the best way for us to receive your details and ensures you’re considered for the role. Plus, it shows you’re serious about joining our team at StudySmarter!
How to prepare for a job interview at Xero
✨Know Your Xero Stuff
Before the interview, make sure you brush up on your knowledge of Xero and its products. Familiarise yourself with common accounting and bookkeeping queries that customers might have. This will not only show your enthusiasm for the role but also demonstrate your ability to provide high-quality support.
✨Showcase Your Empathy
As a Customer Experience Specialist, empathy is key. Prepare examples from your past experiences where you've successfully resolved customer issues by actively listening and understanding their needs. This will highlight your ability to connect with customers and ensure their satisfaction.
✨Practice Your Communication Skills
Clear and concise communication is crucial in this role. Consider doing mock interviews or practice sessions with friends to refine your verbal and written communication skills. Be ready to explain complex concepts simply, as you’ll be dealing with customers of all levels.
✨Demonstrate Your Adaptability
The role requires resilience and adaptability, so think of situations where you've had to adjust quickly to changes or challenges. Be prepared to discuss how you handle stress and maintain productivity while ensuring a top-notch customer experience.