SANJANA UMESH

Support Customers to get the most out of Xero, whether they are early in their adoption of cloud accounting software or seasoned professionals.

Provide quality service to customers, focusing on finding ways to support them with their issues and queries accurately and within our targeted initial response times, through our Salesforce case management system, or by telephone.

Take ownership of enquiries and manage them through to resolution, ensuring Customers are kept up-to-date at all times.

Ensure that all case details are captured fully and accurately using case management applications.

Communicate outcomes to customers simply, but effectively, ensuring that they are satisfied with the outcomes you give by written responses or by telephone.

Participate in proactive call campaigns to ensure our customers are getting the most out of Xero.

Escalate any issues that you are unable to resolve, whilst making sure that the customer is kept up-to-date as the case is escalated.

Achieve agreed targets, particularly your quality and productivity targets.

Find and share opportunities to improve the service offered to our customers and Xero processes.

Keep yourself up-to-date with changes and training within Xero so that you can continue to offer great service to our customers.

• Handled customer inquiries and suggestions courteously and professionally.
• Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
• Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
• Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.

• Trained new employees and delegated daily tasks and responsibilities.
• Completed store opening and closing procedures and balanced tills.
• Managed cash handling procedures, maintaining accuracy in financial transactions and minimizing discrepancies in daily reconciliations.
• Responded to and resolved customer questions and concerns.