Customer Experience Specialist - Accounting
HybridWellington, Wellington Region, New Zealand
Job Summary
Manage customer queries across phone, email, and chat using Salesforce, while executing proactive outreach campaigns to help small business owners, bookkeepers, and accountants unlock value from Xero's accounting tools. Apply accounting or bookkeeping fundamentals to resolve issues on the spot or determine when to escalate, ensuring conversations are genuinely useful and build trust. Collaborate across teams to deepen accounting knowledge and explore how generative AI improves customer support. This hybrid role requires three days in the office, with Wednesday mandatory. The position starts 12 OCT 2026 on a Sunday–Thursday or Tuesday–Saturday schedule.
Required Qualifications
- An accounting or bookkeeping qualification that is level 5 or above, or you're working towards one
- An accounting or bookkeeping qualification that is level 5 or above, or you're working towards one, is essential for this role
Desired Qualifications
- You communicate clearly and confidently, whether you're on the phone, writing an email, or chatting with a customer online
- Problem-solving comes naturally to you, and you enjoy working through a tricky query until it's properly resolved
- Making outbound calls doesn't faze you; you're just as comfortable reaching out as you are responding
- Building trust with people you've never met is something you do well, and it shows in how customers respond to you
- You've worked in a service environment before, met quality and turnaround targets, and you're keen to keep learning as things change
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