Hybrid CX Advisor for Small Businesses

Xero; Lower Hutt; Hybrid; NZD 60,000 - 80,000; Full time

Job summary

Xero in New Zealand is seeking a Customer Experience Specialist to act as a brand ambassador and trusted advisor, guiding small business owners and accountants to unlock the full value of Xero across channels with high-quality support.

This role emphasizes empathy, proactive outreach, and clear communication, helping customers navigate complex information while delivering a best-in-class experience. Hybrid setup with in-office training required.

Qualifications

• Experience in a service environment with targets and quality standards.
• Clear, concise, authentic written and spoken communication.
• Ability to make proactive outbound calls and manage daily tasks.

Responsibilities

• Engage in proactive call campaigns to help customers take the best next action.
• Provide high-quality support across channels and resolve customer inquiries efficiently.
• Utilize tools like Salesforce and generative AI to improve service delivery.

Skills

Customer service

Clear communication

Outbound calls

Self-management

Growth mindset

Team player

Microsoft Office

Google Suite

Accounting systems

Case management tools

Tools

Microsoft Office

Google Suite

Accounting systems

Case management tools

Job description

Xero in New Zealand is seeking a Customer Experience Specialist to act as a brand ambassador and trusted advisor, guiding small business owners and accountants to unlock the full value of Xero across channels with high-quality support.

This role emphasizes empathy, proactive outreach, and clear communication, helping customers navigate complex information while delivering a best-in-class experience. Hybrid setup with in-office training required.