Customer Care Expert - ref. o9727903

Last year, we helped over 300 million people access information about the currencies that matter to them and over 225,000 people used us to send money overseas.

ABOUT THIS ROLE

Xe Money Transfer is seeking an enthusiastic and dedicated Customer Care Expert to join our team in Madrid, Spain. As a Customer Care Expert, you will play a key role in providing exceptional service to our customers by addressing their inquiries, resolving complaints, and ensuring a positive customer experience.

OUR PRINCIPLES

COMMUNITY: We value a sense of belonging, trusting each other and encouraging authenticity. We contribute to our community

• Respond to inbound calls from our global customer base, assisting customers with questions about their money transfers and services we offer, and aiming to resolve on first call
• Make outbound calls to customers – either following up on queries or obtaining information that is needed to complete their transfer.
• Communicate with customers via digital channels.
• Develop rapport with customers, providing trusted answers and positioning Xe as the customer’s ‘go-to’ money transfer provider
• Identify customers with a propensity to require high value money transfer services
• Drive awareness and adoption of self service for support, amongst Xe’s consumers
• Communicate with internal teams as required to ensure query resolution is timely and professional, taking ownership, following up and escalating as required.
• Resolve low level complaints by using established objection handling techniques and determining the appropriate way forward.
• Build a deep understanding of Xe’s services, products and processes, in order to optimize first call resolution and customer outcomes.
• Adhere to global processes, actively monitoring own performance to ensure achievement of individual targets and KPIs.
• Contribute feedback on our customer facing digital tools, and how to optimize self-serve for our customers, thus reducing customer effort.
• Demonstrate a learning mindset and active approach to improving individual performance. Embrace feedback and coaching opportunities to optimize individual performance
• Success for this role is measured via a range of quantitative and qualitative measures including call volumes, talk time, first call resolution achievement.
• Delivering an excellent customer experience is key. This role is also be measured against our Quality Assurance framework, which seeks to ensure excellence at every interaction, and overall customer satisfaction.

• Excellent English verbal and written communication skills
• Strong customer focus with previous experience in supporting customers in a phone-based role and digital servicing
• Experience of delivering against individual targets and metrics
• Ability to adhere to standardised process
• Relishes working in a fast paced, target driven environment
• Numerate with ability to digest individual performance metrics, and use data to optimise performance and achieve targets
• Ability to build deep knowledge of Xe’s business and customer proposition
• Ability to work as part of a global team, sharing best practice and working collaboratively to raise the bar across the organisation

• Previous experience within FX/Payments/Banking customer services role

• Competitive market-based salary
• Medical Insurance
• Lunch Vouchers
• Euronet Employee Share Purchase Plan (ESPP)
• Hours: 40 hours with shifts Monday to Sunday (including Bank Holidays) over a varying shift pattern between the hours of 8am and 8pm.

We want Xe to be a great place to work and to ensure that our communities are represented across our workforce. A vital part of this is ensuring we are a truly inclusive organisation that encourages diversity in all respects.

If you would like us to do anything differently during the application, interview or assessment process, including providing information in an alternative format, please contact us on recruitment@xe.com