Customer Care Representative

3 weeks ago

Bracknell, United Kingdom Xe Full time

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.

We are proud to be part of Euronet Worldwide (Nasdaq: EEFT), a global leader in processing secure electronic financial transactions. Under their Money Transfer division, Xe and Ria Money Transfer have been brought together to help establish the third largest money transfer business in the world.

The purpose of the Customer Care Representative role is to respond to inbound and outbound calls from our Global customer base working within a highly effective Care team, who will provide help and support for Xe’s global consumer and SME customer base.

The Customer Care Representative will consistently deliver outstanding levels of service across all contact channels.

The outcome of this role will be that Xe’s customer’s regardless of region receive the best possible support during their engagement with Xe.

**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

**What you’ll do;**
- **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 measures/KPIs
- **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.

**Requirements**:
**Who you are**:

- E**xcellent English verbal and written communication skills**:

- **Strong customer focus w**ith 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

**Desirable**
- **Previous experience** within FX/Payments/Banking customer services role

**Benefits**
- Competitive salary and bonus
- We support hybrid-working
- 23 days holiday (increasing with service 1 day per annum, capped at 28 days) plus birthday day-off
- Option to buy/sell additional 5 days
- Group pension plan 4% employer contribution
- Euronet Employee Share Purchase Plan (ESPP)
- Healthcare Insurance Scheme, Income Protection Scheme, Life Assurance Scheme
- Critical Illness Cover
- We w

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