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About the role
Key responsibilities & impact- Act as a brand ambassador and trusted advisor, ensuring customers unlock the full value of Xero.
- Provide high-quality support and guidance through various channels.
- Engage in proactive call campaigns to assist customers.
- Utilize modern tools and technology, including Generative AI, to enhance customer support delivery.
- Manage and resolve customer cases using platforms like Salesforce.
- Adapt to the evolving CX strategy and product landscape in a high-change environment.
Requirements
What you’ll need- You bring experience from a service environment where you have successfully worked towards service levels and quality targets.
- Your communication style is clear, concise, and authentic, whether you are writing an email or speaking on the phone.
- You possess the confidence to make proactive outbound calls and the initiative to self-manage your daily tasks.
- A growth mindset and a readiness to consistently learn and build knowledge are essential to your success.
- You are a committed team player who proactively assists others and builds relationships through trust.
- Proficiency with IT tools like Microsoft Office or Google Suite is required, and experience with accounting systems or case management tools is a bonus.
Benefits
Comp & perks- Flexible working arrangement, requiring three days per week in the office
- Professional development opportunities to enhance your skills
ATS Keywords
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Tip: use these terms in your resume and cover letter to boost ATS matches.
Soft Skills
communicationproactiveself-managementteam playerrelationship buildinggrowth mindsetinitiativecustomer supportproblem-solvingadaptability