Hybrid Customer Experience Specialist: Empower Small Biz

K1 Industries; Napier; Hybride; NZD 60 000 - 75 000; Plein temps

Avantages offerts par ce poste

Hybrid work arrangement

Résumé du poste

Xero in New Zealand is seeking a Customer Experience Specialist to act as a brand ambassador and trusted advisor for small businesses, bookkeepers, and accountants. You will provide high‑quality guidance across channels, helping customers unlock value in Xero with empathy and a proactive approach.

The role emphasizes proactive outreach, effective communication, and ongoing learning to drive a best‑in‑class customer experience within a hybrid, NZ-based team.

Qualifications

• Experience in a service environment with targets for quality and service levels.
• Clear, concise written and spoken communication; authentic phone manner.
• Ability to make proactive outbound calls and manage daily tasks.
• Growth mindset and willingness to learn continuously.

Responsabilités

• Engage in proactive call campaigns to guide customers toward best actions.
• Deliver high-quality support across channels with empathy and clarity.
• Utilise Salesforce and other tools to capture and manage data accurately.
• Adapt to evolving CX strategy in a dynamic environment.

Connaissances

Outbound calling

Empathy

Communication

Self-management

Team player

IT tools (MS Office/Google Suite)

Outils

Microsoft Office

Google Workspace

Accounting systems

Case management tools

Description du poste

Xero in New Zealand is seeking a Customer Experience Specialist to act as a brand ambassador and trusted advisor for small businesses, bookkeepers, and accountants. You will provide high‑quality guidance across channels, helping customers unlock value in Xero with empathy and a proactive approach.

The role emphasizes proactive outreach, effective communication, and ongoing learning to drive a best‑in‑class customer experience within a hybrid, NZ-based team.