Customer Experience Specialist - Accounting
HybridParnell, Auckland, New Zealand
Job Summary
Manage customer queries across phone, email, and chat using Salesforce, while executing proactive outreach campaigns to help small business owners unlock value from Xero's accounting tools. Apply accounting fundamentals to resolve issues on the spot or determine when to escalate, ensuring conversations provide genuine utility beyond immediate problem-solving. Collaborate with cross-functional teams to deepen collective knowledge of accounting principles and explore how generative AI can enhance customer support. This role requires a hybrid schedule with three office days (Wednesday mandatory) and an anticipated start date of 12 OCT 2026.
Required Qualifications
- An accounting or bookkeeping qualification that is level 5 or above, or you're working towards one
- Accounting fundamentals
- Salesforce
- Order to Cash
- Procure to Pay
- Supply Chain
- Customers
- Suppliers
- Sunday through Thursday, 10:00am - 7:00pm
- Tuesday through Saturday, 9:00am - 6:00pm
- Tuesday through Saturday 10:00am - 7:00pm
- Three days per week in the office
- Wednesday as a mandatory day
- Fully in the office five days a week (initial training period)
Desired Qualifications
- Excellent verbal and written communication skills
- Problem-solving skills
- Comfortable making outbound calls
- Ability to build trust with people you've never met
- Experience working in a service environment
- Meeting quality and turnaround targets
- Keen to keep learning as things change
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