Customer Experience Specialist - Accounting - Feb 2025 - Xero

Job Title: Customer Experience Specialist - Accounting - Feb 2025
Job Location: Melbourne, AU
Job Listing URL: https://jobs.lever.co/xero/7743ae46-2b57-4e38-8024-1f032305f9ff
Job Description: 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.

Are you accounting qualified or Cert IV in BookKeeping and passionate about helping small businesses thrive? With positions commencing 10th February - Use your accounting expertise to empower small businesses and accountants around the globe (and have fun while doing it!). We are looking to fill several roles in our Customer Experience team based in Melbourne.

How you’ll make an impact

Xero’s Customer Experience Team works together to provide 24/7 support to Xero users. We are Xero brand ambassadors and aim to delight our customers and make it easy for them to see how Xero adds value to their business.

The Customer Experience Specialist plays a key role at Xero and within Xero’s Customer Experience team. You will provide support and guidance to small business owners, bookkeepers and accountants when they reach out to us with a question and when we reach out to them proactively by phone.

Our aim is to help our customers through their queries quickly and efficiently. Sometimes you won’t know the right answer, but you’re the kind of person who is up for the challenge to use their curiosity, resourceful nature and enjoys solving problems to create beautiful experiences. You’ll be empowered to make decisions in the best interests of our customers and our business.

We are looking to add Customer Experience Specialists to our team who will work the shifts as below:
Monday - Friday, 9:30am - 6:00pm
Monday - Friday,10:30am - 7:00pm
Monday - Friday,11:30am - 8:00pm
Success looks like
Providing exceptional support and advice on how our customers use their Xero subscription
Adaptable to grow with the changing needs of our business and Customers
Collaborates effectively with all teams across Xero
Provides timely, accurate and helpful responses to customers as per agreed targets
Escalates priority issues and assists in the prompt resolution of these
Captures and shares feedback from Customers regarding improvements to the Xero accounting application and its associated service delivery platform
What you’ll bring with you
A passion for creating great customer experiences
Clear and concise written and verbal communication skills
An interest and understanding of technology and information systems
A proactive approach to work
A growth mindset
Motivation to join a fun, friendly, high performing team in a fast-paced and dynamic work environment
You’re likely to be
Empathetic – You'll be able to put yourself in your customers’ shoes and understand their individual circumstances
Committed – You will want to do the best job you can possibly do to making customers lives better
Curious – You're always looking to find different ways of doing things
Attentive – You enjoy listening to customers and what matters most to them
Connected – You want to develop strong, trust-based relationships
Courageous – You are confident to make decisions in the best interests of our customers and our business, to drive positive change

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