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Customer Care Expert

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Xe.com

1mo ago

  • Job
    Full-time
    Junior, Mid & Senior Level
  • Customer Relations
    Sales & Business Development
  • Madrid
  • Quick Apply

AI generated summary

  • You need strong English communication skills, customer service experience, target achievement, numeracy, teamwork, and FX/Payments/Banking background. Adapt to fast-paced, data-driven environments.
  • You will assist customers through calls and digital channels, resolve queries, drive self-service adoption, manage complaints, and ensure top-notch service while meeting performance targets.

Requirements

  • 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

Responsibilities

  • 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.

FAQs

What are the working hours for the Customer Care Expert position?

The position requires 40 hours of work with shifts Monday to Sunday, including Bank Holidays, across a varying shift pattern between the hours of 8am and 8pm.

Is previous experience in FX/Payments/Banking customer services required?

While not required, previous experience in an FX/Payments/Banking customer services role is desirable.

What qualifications do I need to be considered for this role?

Candidates should have excellent English verbal and written communication skills, a strong customer focus from prior phone-based and digital servicing roles, and the ability to work in a fast-paced, target-driven environment.

Is there a specific target metric I should be aware of?

Yes, success for this role is measured through various quantitative and qualitative metrics, including call volumes, talk time, first call resolution, and customer satisfaction as part of the Quality Assurance framework.

What type of training or onboarding can I expect?

The onboarding process will include building a deep understanding of Xe’s services, products, and processes to optimize first call resolution and improve customer outcomes. Additionally, there will be opportunities for feedback and coaching to enhance individual performance.

What benefits are offered with this position?

Benefits include a competitive market-based salary, medical insurance, lunch vouchers, and participation in the Euronet Employee Share Purchase Plan (ESPP).

Are employees encouraged to provide feedback on digital tools?

Yes, employees are encouraged to contribute feedback on customer-facing digital tools to help optimize self-service options for customers, thus reducing customer effort.

Will I need to make outbound calls, and if so, why?

Yes, making outbound calls to customers is part of the role, either for following up on queries or obtaining necessary information to complete their transfers.

How does the company support diversity and inclusion?

Xe is committed to being a truly inclusive organization that encourages diversity in all respects, ensuring communities are represented across the workforce.

How can I request accommodations during the application process?

If you need adjustments or changes during the application, interview, or assessment process, you can contact recruitment@xe.com to discuss alternative formats or support.

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Xe.com

Powering you and your business with the world's most trusted currency tools and money transfers for over 25 years.

Finance
Industry
201-500
Employees
1993
Founded Year

Mission & Purpose

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 Euronet Worldwide (Nasdaq: EEFT), a global leader in processing secure electronic financial transactions. XE is part of the Money Transfer Division of Euronet and is the unification of HiFX and XE.com. Xe Money Transfer is a service of Continental Exchange Solutions, Inc., dba Xe USA NMLS ID 920968. License status can be viewed at www.nmlsconsumeraccess.org. The Commissioner of Financial Regulation for the State of Maryland will accept all questions or complaints from Maryland residents regarding Continental Exchange Solutions, Inc., dba Xe USA NMLS ID 920968, at Office of the Commissioner of Financial Regulation Maryland Department of Labor 1100 North Eutaw Street, Suite 611 Baltimore, Maryland 21201. Phone 888-784-0136.