Customer Experience Specialist - Waddle - Job details

Customer Experience Specialist at Waddle

Customer Experience, Permanent, Melbourne, AU melbourne full-time

Description

Posted 12 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.

We have multiple roles available supporting both our core accounting product and our payroll product starting in early October 2022. Whilst accounting or payroll experience isn’t a must, you’ll have the ability to learn new skills and engage with a diverse range of people. Use your customer experience skills to empower small businesses and accountants around the globe (and have fun while doing it!)

Meet the team

We are a group of passionate customer experience specialists. We love delivering world-class support to small businesses and accountants around the globe, empowering them to do #beautiful business.

How do we do this?

Our customers contact us online and we usually respond the same way, however sometimes it’s easier to talk someone through their questions over the phone, giving them a beautiful support experience. Through these interactions with our customers, we educate them to make sure they get the best out of our platform.

But that’s not it, to ensure we deliver world-class support, we continually encourage our team to learn and flourish by providing opportunities to upskill and specialise in the areas that interest them. We are a place where personal development, innovation, and change are not only inspired but also celebrated. Sounds good, right? It gets better…

The best teams deserve the best, so from a #beautiful environment (table tennis and barista coffee included) to extensive benefits including company shares and flexible working, we love rewarding our people. You’ll feel at home here. Leave your suit in the wardrobe (it’s all smart casual) and start loving Mondays again.

Some of the things you’ll do

Respond to our customers via email or telephone with the end goal of resolving their issue

Collaborate effectively with other teams such as Sales, Technical Specialists and Product

Maintain a high quality of written communication based on Xero’s style & format

Where appropriate escalate feedback received from customers to ensure continuous improvement of Xero customer care service

Support our wider Xero teams with events and initiatives

Work with a diverse team, with some of the best technology in a modern and flexible environment

We support customers around the globe 24/7, our team here in Melbourne typically work Monday to Friday from 10.30am - 7pm however we are also happy if you’d like to work a regular Saturday and have a 11.30 - 8pm shift available.

What you'll bring with you

High level of attention to detail and strong problem-solving skills

Fantastic communication skills - both written and verbal

Initiative and ability to self-manage

A team player attitude, you love to collaborate and pro-actively assist other team members

Accounting or Payroll experience not required but a bonus

And most of all, the ability to have fun whilst doing what we do best!

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.

Xero strongly encourages employees and contractors to be vaccinated against COVID-19 in order to work from a Xero office, or engage in any face-to-face Xero business.