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Customer Experience Specialist - Accounting at Xero | Manchester, UK

XeroUK: Manchester (Landmark, St Peter's Square, 1 Oxford St)
On-site Full-time

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Experience Level

Entry Level

Qualifications

QualificationsIdeal candidates should possess strong problem-solving skills, a customer-oriented mindset, and familiarity with accounting principles. Prior experience in customer service, especially within the accounting or financial software industry, is highly desirable. A passion for helping others and a willingness to embrace new technologies will set you apart as a candidate.

About the job

As a Customer Experience Specialist at Xero, you will serve as a vital brand ambassador, offering exceptional support and insights to small business owners, bookkeepers, and accountants. Your goal is to establish yourself as a trusted advisor, assisting our customers in maximizing the value of Xero’s features through proactive engagement and adept problem-solving across diverse communication channels.

You will significantly contribute to fostering a robust economy by equipping our community with essential tools for success. In this dynamic setting, your resilience and empathy will guarantee that each customer enjoys a premier experience, transforming intricate inquiries into straightforward, effective resolutions.

Team Collaboration & Connectivity

Join our collaborative Customer Experience team, dedicated to delivering high-quality support and fostering positive customer outcomes such as activation and retention. Our team embodies a growth mindset, continuously learning and enhancing our skills to stay ahead of our evolving strategy and technology.

Key Responsibilities

  • Assist customers through a combination of reactive support and proactive outreach to enhance product usage.
  • Adopt innovative tools and technologies, including Generative AI, to elevate customer experience delivery.
  • Utilize case management systems like Salesforce to meticulously document interactions and ensure seamless service.
  • Leverage accounting principles to address queries from both novice and experienced users.

About Xero

About XeroXero is a leading cloud-based accounting platform that offers small businesses the tools they need to thrive in the digital economy. Our mission is to make business life easier for our customers by providing innovative technology, exceptional support, and a vibrant community.

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