Customer Experience Specialist - Accounting

TN United Kingdom; Milton Keynes; On-site; GBP 25,000 - 35,000; Full time

Job summary

Ein dynamisches Unternehmen sucht einen Customer Experience Specialist, der leidenschaftlich daran interessiert ist, Kunden zu unterstützen und die Werte des Unternehmens zu fördern. In dieser Rolle sind Sie verantwortlich für die Bereitstellung von proaktivem und reaktivem Support für eine Vielzahl von Kunden. Sie werden in einem unterstützenden Team arbeiten, das sich für die Zufriedenheit der Kunden einsetzt, während Sie Ihre Fähigkeiten in einem flexiblen und positiven Arbeitsumfeld weiterentwickeln. Wenn Sie eine Leidenschaft für Kundenservice haben und bereit sind, in einem sich schnell verändernden Umfeld zu arbeiten, ist diese Position genau das Richtige für Sie.

Benefits

Private medizinische Versicherung

Fitnessstudio-Mitgliedschaft

26 Wochen bezahlter Elternurlaub

Mitarbeiteraktienplan

Flexible Arbeitszeiten

Kostenlose Getränke

Mitarbeiterunterstützungsprogramm

Qualifications

• Erfahrung im Kundenservice mit nachweislicher Fähigkeit, Servicelevel zu erreichen.
• Starke Problemlösungsfähigkeiten und Engagement für die Kundenzufriedenheit.

Responsibilities

• Bereitstellung von qualitativ hochwertigem Support für Kunden über verschiedene Kanäle.
• Verwaltung von Kundenanfragen bis zur Lösung und Gewährleistung der Kundenzufriedenheit.

Skills

Kundenservice

Buchhaltungskenntnisse

Problemlösungsfähigkeiten

Kommunikationsfähigkeiten

IT-Kenntnisse

Education

Buchhaltungs- oder Buchhaltungsqualifikation

Tools

Salesforce

Microsoft Office

Google Suite

Job description

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Customer Experience Specialist - Accounting, Milton Keynes

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Client:

Xero

Location:

Milton Keynes, United Kingdom

Job Category:

Customer Service

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EU work permit required:

Yes

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Job Reference:

4cbe7473118f

Job Views:

3

Posted:

26.04.2025

Expiry Date:

10.06.2025

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Job Description:

Our Purpose At Xero, we’re here to help you supercharge your business. We do this by automating routine tasks, surfacing actionable insights, and connecting businesses with the right data, advisors, and apps. When that happens, we’re not only making life better for small businesses, but also building a stronger economy that can change the world.

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

Please note that the anticipated start date will be in June 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 (Salesforce).
• Communicate clearly and effectively to ensure high levels of customer satisfaction.
• Proactively engage with customers to help them maximize 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 with you

• Accounting or bookkeeping qualification required (or currently working towards one).
• 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.

Why Xero? Offering very generous paid leave to use however you’d like (plus statutory holidays!), dedicated paid leave to care for your physical and mental wellbeing as well as an Employee Assistance Program to access mental health care for you and your family, private medical insurance, gym passes, employee resource groups, 26 weeks of paid parental leave for primary caregivers, an Employee Share Plan, beautiful offices, flexible working, and many other benefits that reflect our human value. You’ll do the best work of your life at Xero.

Research has shown that women and underrepresented groups are less likely to apply to jobs unless they meet every single competency or experience. If you are excited about this role, but your past experience doesn't align perfectly, we encourage you to apply anyway. You could be just the right person for this role and Xero. If you have any support or access requirements, we encourage you to advise us at the time of application and throughout the interview process.