Customer Experience Specialist at Xero

Customer Experience, Permanent, Melbourne, AU melbourne
Posted 6 days ago

Xero is a beautiful, easy-to-use platform that helps small businesses and their accounting and bookkeeping advisors grow and thrive. 

At Xero, our purpose is to make life better for people in small business, their advisors, and communities around the world. This purpose sits at the centre of everything we do. We support our people to do the best work of their lives so that they can help small businesses succeed through better tools, information and connections. Because when they succeed they make a difference, and when millions of small businesses are making a difference, the world is a more beautiful place.

The role is to provide support and guidance to small business owners, bookkeepers and accountants using Xero.  You will develop a thorough understanding of accounting practices to assist customers on the best use of Xero in their environment. This role supports all aspects of our Xero Core Product and you will be trained to support the various functions and features.

What You'll Do

Where assigned an issue, respond to the customer by email (or telephone if required), within our targeted initial response times, to either resolve the issue or request further information/clarification regarding the issue.

  • Maintain a high quality of written communication in an agreed style and format
  • Where necessary, consult with the Customer Experience Technical Specialist, Improvement Manager, Workflow coordinator or your Customer Experience Team Leader for their input in diagnosing and providing the customer with a resolution to the issue
  • Where appropriate, escalating feedback received from customers, to ensure the continuous improvement of the Xero customer care service, including both the Xero application functionality and the associated internal service delivery platforms (Subxero)
  • Attending and assisting with training sessions on in-house software applications and selected areas of the Xero accounting application
  • What you’ll bring with you

  • Must have accounting knowledge; this can come through current study or from holding a formal accounting qualification
  • Experience in accounting and/or small business booking is desirable
  • A track record in efficient problem solving and resolution
  • Excellent oral and written communication
  • Diligence and commitment to following through and resolving problems
  • Initiative and ability to self-manage, along with flexibility
  • Confidence with Microsoft Word, Excel, and some experience with other small business accounting systems
  • Ability to build effective relationshipsA proven team player who proactively assists other team members
  • Why Xero?

    At Xero we support many types of flexible working arrangements that allow you to balance your work, your life and your passions. We offer a great remuneration package including shares plus a range of leave options to suit your well-being. Our work environment encourages continuous improvement and career development and you’ll get to work with the latest technology.  

    Our collaborative and inclusive culture is one we’re immensely proud of. We know that a diverse workforce is a strength that enables businesses, including ours, to better understand and serve customers, attract top talent and innovate successfully. We are a member of Pride in Diversity, in recognition of our inclusive workplace. So, from the moment you step through our doors, you’ll feel welcome and supported to do the best work of your life.