CX Specialist- Part Time at Xero

OUR PURPOSE Planday from Xero is a leading digital solution that uncomplicates everyday scheduling and workforce management by making it easier for businesses and shift workers around the world to communicate, collaborate, and get work done. Powered by a community of local industry experts, Planday provides a best-in-class digital platform that is easy to use, accurate, secure, and compliant with local needs and standards. From payroll and accounting to POS and reporting, its open API and tech ecosystem is scalable to fit shifting business needs and to build an engaged, flexible workforce. Founded in 2004, Planday is headquartered in Copenhagen, Denmark and supports over 400,000 users across Europe, Australia and the US. Planday was acquired by Xero in 2021. HOW YOU’LL MAKE AN IMPACT As a Part-Time CX Specialist, you’re the primary point of contact for our customers. You will be supporting our customers directly with your enhanced product knowledge and empathy. You will make an impact by: - Customer Communication: Engage with customers via telephone, online chat, and email, ensuring timely and effective responses. - Platform Assistance: Assist customers in using our platform, offering best practices for scheduling and administration. - Issue Analysis: Analyse and troubleshoot issues before escalating to our second line of technical support. - Team Collaboration: Serve as a vital link between customers and our product/engineering team, ensuring customer feedback is effectively communicated. - Finding Solutions: Proactively identify and implement the best solutions for our customers and the team. WHAT YOU’LL DO - Support Customers: Provide exceptional customer service through various communication channels, including telephone, online chat, and email. - Troubleshoot Issues: Analyse customer issues and troubleshoot effectively before escalating to the second line of support. - Collaborate with Teams: Work closely with the product and engineering teams to relay customer feedback and ensure continuous improvement. - Case Management: Efficiently handle customer cases and forward them to the full-time team if necessary to ensure timely resolution. SUCCESS LOOKS LIKE - Effective Communication: Effectively communicate with the department and the second line team to ensure smooth operations and issue resolution. - Operational Excellence: Elevate the quality of customer interactions by implementing best practices in customer support. - Customer Satisfaction: High levels of customer satisfaction through efficient and effective resolution of issues. - Process Adherence: Consistently use the right processes in your daily workflow to enhance efficiency and effectiveness. WHAT YOU’LL BRING WITH YOU Critical competencies Technical: - Problem Solving: The ability to problem solve by evaluating existing facts and data to inform recommendations based on customer objectives. - Product Knowledge: Drive meaningful outcomes for our customers through your knowledge of our platform. - Expectation Management: Prioritise tasks, address urgent issues promptly, and efficiently resolve problems. - Internal System Management: Use CRM’s and engagement tools to track customer interactions and manage accounts, including adherence to internal processes. Functional: - Customer Focus: Building customer relationships and delivering customer-centric solutions. - Drives Results: Consistently achieves high results. - Manages Ambiguity: Operating effectively, even when things are not certain or the way forward is not clear. - Uses Good Judgement: Making good and timely decisions that keep the organisation moving forward. - Action Oriented: Takes on new opportunities and challenges with a sense of urgency, high energy, and enthusiasm. - Effective Communication: Communicate information effectively and collaborate with both customers and internal stakeholders. - Professionalism: You are a team player and are always willing to help and lend a hand if needed. Respect and maintain client confidentiality, avoids situations and actions considered inappropriate or which present a conflict of interest. This position description is intended merely as a guideline of the responsibilities involved in the position. The employee is expected to perform any other duties as reasonably required by their Manager.