CX Advisor: Proactive Customer Support

Xero; Auckland; Hybrid; NZD 60,000 - 80,000; Full time

Job summary

Xero is hiring a Customer Experience Specialist in Auckland to empower small businesses by delivering a best-in-class support experience across channels. You will act as a brand ambassador and trusted advisor, helping customers unlock full value from Xero with empathy and clarity.

The role involves proactive outreach, using Generative AI tools to improve service quality, and resolving cases in Salesforce. Hybrid work is offered with in-office training during the initial period.

Qualifications

• Experience in a service environment with targets for service levels and quality.
• Clear, concise, and authentic communication, written or spoken.
• Confidence to make proactive outbound calls and manage daily tasks.
• Growth mindset and willingness to learn and build knowledge.
• Proactive collaboration and helping teammates with trust-building.

Responsibilities

• Engage in proactive call campaigns to drive the next best action for customers.
• Utilise modern tools, including Generative AI, to enhance support delivery.
• Manage and resolve customer cases using Salesforce, ensuring accurate data capture.
• Adapt to evolving CX strategy and product changes in a high-change environment.

Skills

Service mindset

Clear communication

Proactive outbound calls

Team player

Growth mindset

MS Office / Google Suite

Tools

Salesforce

Microsoft Office

Google Workspace

Job description

Xero is hiring a Customer Experience Specialist in Auckland to empower small businesses by delivering a best-in-class support experience across channels. You will act as a brand ambassador and trusted advisor, helping customers unlock full value from Xero with empathy and clarity.

The role involves proactive outreach, using Generative AI tools to improve service quality, and resolving cases in Salesforce. Hybrid work is offered with in-office training during the initial period.