Customer Service Representative - Bracknell, United Kingdom - XE

XE Bracknell, United Kingdom

4 days ago

Full time

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.

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 Expert 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 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 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.

Requirements

Who you are:

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

Benefits

Competitive Salary & Discretionary Bonus

23 days annual leave increasing with each year of service (capped at 28 days)

Paid day off for your Birthday

4% employer pension contribution

Discounted Euronet Employee Share Purchase Plan (ESPP)

Life Cover, Income Protections Scheme & Critical Illness cover

Healthcare

Plumm Mental Health and Wellbeing

Volunteering day for a charity of your choice

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.

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