Customer Experience Specialist

Black Ties Group Inc.; Manchester; On-site; GBP 25,000 - 35,000; Full time

Job summary

Ein innovatives Unternehmen sucht nach leidenschaftlichen Customer Experience Specialists, die bereit sind, in einem dynamischen Umfeld zu arbeiten. In dieser Rolle sind Sie ein Botschafter der Marke, der Kunden durch proaktive Unterstützung und effektive Problemlösung begeistert. Sie werden die Möglichkeit haben, Ihre Fähigkeiten in der Kundenbetreuung zu zeigen, während Sie den Kunden helfen, den vollen Nutzen aus den Produkten zu ziehen. Diese Position bietet eine spannende Gelegenheit, in einem engagierten Team zu arbeiten und zur Verbesserung der Kundenzufriedenheit beizutragen. Wenn Sie Herausforderungen annehmen und in einem sich ständig verändernden Umfeld gedeihen möchten, ist dies die perfekte Rolle für Sie.

Qualifications

• Erfahrung im Kundenservice mit nachweislichen Erfolgen bei der Erfüllung von Service-Levels.
• Fähigkeit zur klaren und präzisen Kommunikation, sowohl schriftlich als auch mündlich.

Responsibilities

• Bereitstellung von zeitnahem, qualitativ hochwertigem Support für Kunden über alle Kanäle.
• Verwaltung von Kundenanfragen bis zur Lösung und Sicherstellung der Kundenzufriedenheit.

Skills

Kundenservice

Problemlösungsfähigkeiten

Kommunikationsfähigkeiten

IT-Kenntnisse

Flexibilität

Tools

Salesforce

Microsoft Office

Google Suite

Job description

How you’ll make an impact

Xero’s Customer Experience (CX) team works collaboratively to provide 24/7 proactive and reactive support to a diverse range of Xero users, including small business owners, bookkeepers, and accountants. As a CX Specialist, you’ll be a passionate Xero brand ambassador, dedicated to delighting our customers and demonstrating the value Xero brings to their businesses.

In this role, you will provide support and guidance, demonstrating empathy by actively listening and putting yourself in our customers' shoes, to deliver consistently high-quality customer satisfaction across all contact channels. The work is both challenging and rewarding, requiring resilience and adaptability. While you may not always have immediate answers, you'll be someone who embraces challenges and adapts quickly to change. You’ll use your resilience and available resources to thoroughly and effectively research to provide best-in-class customer experiences across all our channels.

We are looking to add Customer Experience Specialists to our team who will work one of the following schedules:

- Monday through Friday, 11:30 am - 8:00 pm

- Tuesday through Saturday, 11:30 am - 8:00 pm

- Sunday through Thursday, 11:30 am - 8:00 pm

Please note that the anticipated start date will be in August 2025.

If you're someone who thrives in a dynamic environment, we encourage you to apply.

What You’ll Do:

• Provide timely, high-quality support to customers of all levels, from beginners to experts, across all channels (such as phone, email and chat), including support for accounting and bookkeeping queries.

• Manage customer inquiries through to resolution, ensuring customers are kept informed.

• Accurately record case details using our case management system (e.g., Salesforce).

• Communicate clearly and effectively to ensure high levels of customer satisfaction.

• Proactively engage with customers to help them maximise the benefits of Xero.

• Escalate unresolved issues appropriately, keeping customers updated throughout the process.

• Achieve quality and productivity targets.

• Stay up-to-date with Xero product changes and training.

What You’ll Bring:

• Prior experience in a service environment, demonstrating the ability to meet service levels and quality targets.

• Proven problem-solving and resolution skills.

• Proficient IT skills, including experience with Microsoft Office or Google Suite; experience with accounting and case management tools are a plus.

• Clear and concise communication skills, both written and verbal.

• Confidence and comfort in making proactive & reactive outbound calls.

• Diligence and commitment to following through and resolving customer problems.

• Initiative, self-management skills, and flexibility.

• A proven team player with a willingness to assist other team members.