Customer Care Representative

Description

At Xe, we live currencies. We provide a comprehensive range of currency services and products, including our Currency Converter, Market Analysis, Currency Data API and quick, easy, secure Money Transfers for individuals and businesses. We leverage technology to deliver these services through our website, mobile app and by phone. 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

The purpose of the Customer Care Supervisor is to lead an effective Customer Care team, the team will provide support for Ria's and XE global customer base through the end-to-end process. The Customer Care Supervisor will drive the performance of the supporting team to achieve service levels and key support metrics. This role will actively drive adherence to standard global processes, identifying any areas of weakness and suggesting changes that will ensure continuous improvement

Our principles

• AMBITION - We dream big, try things out and always ask "why not?" and "what if?" We're ambitious in our thinking and our delivery
• RESPONSIBILITY - We get involved, bring our perspective and are always open to new ideas. We take personal responsibility
• COMMUNITY - We value a sense of belonging, trusting each other and encouraging authenticity. We contribute to our community

Duties and Responsibilities:

• Make inbound/outbound 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.
• Communicate with internal teams as required to ensure query resolution is timely and professional, taking ownership, following up and escalating as required.
• Nurture customer relationships to optimize repeat transactions, ensuring your pipeline and client base is managed efficiently.
• Monitor KPIs to optimize daily/monthly/quarterly/annual revenue targets and activity levels.
• Adhere to standard processes and regulatory requirements – ensuring your actions are in the customers best interests at all times.
• Resolve low level complaints by using established objection handling techniques and determining the appropriate way forward.
• Be an active learner, pro-actively develop and grow your understanding of the currency market, and the payment services industry.
• Contribute feedback on our customer facing digital tools, and how to optimise 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 optimise individual performance.
• Provide the best possible customer experience in every engagement.

REQUIRED EXPERIENCE / QUALIFICATIONS

• Bachelor's Degree in any related field
• Atleast 1-2 years' experience in related field
• Strong customer focus with previous experience in supporting customers in a phone-based role and digital servicing
• Fluent in English

PERKS & BENEFITS

• Competitive Salary and Allowances
• HMO/Dental/Life Insurance Benefits on Day 1
• Paid Time Off (SL/VL) with Leave Conversion
• Quarterly Bonus Based on Individual Performance
• Euronet Employee Share Purchase Plan (ESPP) Options
• Growth Opportunities
• Corporate gatherings, team bonding events, and much more

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 organization that encourages diversity in all respects.

At Xe we are committed to making our recruitment practices barrier-free and as accessible as possible for everyone. This includes making adjustments or changes for disabled people, neurodiverse people or people with long-term health conditions. 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

The position responsibilities outlined above are intended to define the general contents and requirements to perform this job. It is not to be taken as a complete statement of responsibilities or requirements. This job description does not restrict the Company's right to assign or reassign duties and responsibilities to this job as needed.