Client Service Excellence Center associate providing exceptional service via inbound calls to assist clients with financial inquiries at Vanguard. Requires strong client service experience and licensing.
About the role
- Client Support Executive assisting small businesses with accounting queries using Xero software. Act as the primary point of contact for clients, ensuring satisfaction and resolution of inquiries.
Responsibilities
- Serve as the first line of support for client enquiries via phone, email, and chat
- Advise clients on day-to-day accounting queries (e.g. expenses, purchases, basic treatment questions)
- Help clients through Xero usage, troubleshooting issues, and explaining features
- Resolve routine and repeatable requests quickly using internal tools and knowledge bases
- Accurately triage and escalate more complex queries (e.g. tax/accounting-specific) to our qualified accountants
- Take ownership of customer issues, ensuring they are followed through and resolved in a timely and professional manner
- Log support tickets and interactions clearly and consistently for traceability across teams
- Communicate clearly around deadlines, required client inputs, and next steps
- Handle a high volume of client interactions in a structured, calm, and efficient way
- Collaborate with internal teams to improve service workflows and flag friction points
Requirements
- Background in an accounting practice, bookkeeping role, or similar environment
- Experience using Xero is a must; experience with other cloud accounting softwares would be nice-to-have
- Comfortable explaining accounting concepts to non-finance clients in a clear and simple way
- Confident handling phone calls, emails, and live queries simultaneously
- Calm, empathetic, and efficient communicator, especially when dealing with time-sensitive or unclear client requests
- Strong understanding of ticket logging, triage, and escalation processes
- Experience logging and prioritising issues accurately while speaking with clients
- Proactive attitude: able to anticipate follow-ups and reduce friction for clients
Benefits
- Comprehensive benefits package
- Hybrid working model after the first month
- Real opportunities for progression as the business scales
- The chance to influence both customer experience and product development
- A culture that values ownership, impact, and continuous learning
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