Customer Service Representative

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 apps and over the phone.

Last year, we helped nearly 300 million people access information about the currencies that matter to them and over 350,000 people used us to send money overseas. Thousands of businesses relied on us for information about the currency markets, advice on managing their foreign exchange risk or trusted us with their business-critical international payments.

At XE, we share the belief that behind every currency exchange, query or transaction is a person or business trying to accomplish something important, so we work together to develop new and better currency services that put our customers first.

We are proud to be part of Euronext Worldwide (Nasdaq: EEFT), a global leader in processing secure electronic financial transactions. Under Euronet, we have brought together our three key brands - XE, HiFX and Ria Money Transfer - to become the business that XE is today.

Our global Care teams play a pivotal role in this ambition by delivering an excellent phone and digital channel support experience to customers who are transferring money via our app or online

How will you help Xe become more successful?

The purpose of the 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 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.

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 optimise 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 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
- 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.

Necessary

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

Desirable
- Previous experience within FX/Payments/Banking customer services role
- Foreign language is desirable but not essential

Hours: 40 hours with shifts Monday to Sunday (including Bank Holidays) over a varying shift pattern between the hours of 7am and 7pm

**Benefits**:

- 23 days holiday (increasing with service 1 day per annum, capped at 28 days - plus birthday day-off)
- Performance