Customer Care Representative

hace 1 semana

Madrid, Madrid, España Xe A tiempo completo
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 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 and bonus
  • We support hybridworking
  • 23 days holiday (increasing with service 1 day per annum, capped at 28 days) plus birthday dayoff
  • 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

  • Customer Care Representative Part-time

    hace 2 semanas

    Madrid, Madrid, España EasyPark Group A tiempo completo

    At EasyPark, we love cities. We love them for work, for play and everything in between. That's why our mission is to make life in cities that much easier - by taking care of the parking. With the use of technology, we break barriers, helping improve the urban experience. Our aim is to create a scenario where parking supply and driver demand are balanced not...

  • Customer Care Representative Part-time

    hace 1 semana

    Madrid, Madrid, España EasyPark Group A tiempo completo

    At EasyPark, we love cities. We love them for work, for play and everything in between. That's why our mission is to make life in cities that much easier – by taking care of the parking. With the use of technology, we break barriers, helping improve the urban experience. Our aim is to create a scenario where parking supply and driver demand are balanced...

  • Norwegian Customer Care Representative in Malaga

    hace 1 semana

    Madrid, Madrid, España Transcom WorldWide A tiempo completo

    Location:Spain, MalagaJob category:Customer Service Representative (CSR)Language:EnglishAre you motivated by providing a good customer experience? Then we have the perfect vacancy for you in the beautiful city of MálagaBecome a Customer Care Representative for a well-known Norwegian Cruise line company.Transcom is a global customer experience specialist,...

  • External-customer Service Representative

    hace 2 semanas

    Madrid, Madrid, España Solventum A tiempo completo

    Job Description:We are creating a new team of 4 customer Service representative for our Care customers in SpainThe impact you have in this roleAs a Customer Service Representative (M/F/*) for Medical Surgery business in Solventum, you will be part of the Spanish Care team dedicated to Care customers, and have the opportunity to tap into your curiosity and...

  • Customer Service Representative

    hace 2 semanas

    Madrid, Madrid, España Binance A tiempo completo

    Binance is the global blockchain company behind the world's largest digital asset exchange by trading volume and users, serving a greater mission to accelerate cryptocurrency adoption and increase the freedom of money.Are you looking to be a part of the most influential company in the blockchain industry and contribute to the crypto-currency revolution that...

  • Customer Service Representative

    hace 2 semanas

    Madrid, Madrid, España Hollister Incorporated A tiempo completo

    We Make Life More Rewarding and DignifiedLocation: MadridDepartment:- Customer Service: Processing of orders for the shipment of products to our clients, ensuring that they are processed correctly and on time. Order followup, so that the products are delivered within a suitable period and conditions, working with our logistics provider. Reverse logistics...

  • Customer Service Representative

    hace 2 semanas

    Madrid, Madrid, España David Kennedy Recruitment A tiempo completo

    David Kennedy Recruitment is working with a leading Outsourcing/BPO company that is looking to recruit a Norwegian speaking Customer Service Representative for their offices in Spain.Position: Customer Service RepresentativeLocation: Benalmadena (Málaga), Spain or Torrevieja (Alicante), SpainEmployment type: Full-timeRemuneration: Base salary +...

  • Customer Service Representative

    hace 1 semana

    Madrid, Madrid, España Cigna A tiempo completo

    Customer Service Representative (CSR) at Cigna Global Employer Health - French page is loaded Customer Service Representative (CSR) at Cigna Global Employer Health - French Apply remote type Hybrid locations Madrid, Spain time type Full time posted on Posted 4 Days Ago job requisition id Our Company & Mission: Cigna Corporation is a global health service...

  • Customer Service Representative

    hace 1 semana

    Madrid, Madrid, España Cigna A tiempo completo

    Customer Service Representative (CSR) at Cigna Global Employer Health - Polish page is loaded Customer Service Representative (CSR) at Cigna Global Employer Health - Polish Apply remote type Hybrid locations Madrid, Spain time type Full time posted on Posted 4 Days Ago job requisition id Our Company & Mission: Cigna Corporation is a global health service...

  • Customer Service Representative

    hace 1 semana

    Madrid, Madrid, España Grupo Eulen A tiempo completo

    Customer Service Representative (Arganda del Rey) Si eres un/a apasionado/a de la atención al cliente y tienes experiencia como Customer Service Representative Entonces, esto te interesaEulen Flexiplan selecciona para una importante empresa dedicada a soluciones de envasado y procesamiento un/a Customer Service Representative que se incorpore en sus...

  • Customer Service Representative

    hace 2 semanas

    Madrid, Madrid, España Cigna A tiempo completo

    Customer Service Representative (CSR) at Cigna Global Employer Health - Portuguese/Dutch page is loaded Customer Service Representative (CSR) at Cigna Global Employer Health - Portuguese/Dutch Apply remote type Hybrid locations Madrid, Spain time type Full time posted on Posted Yesterday job requisition id Our Company & Mission: Cigna Corporation is a global...

  • Global Head of Customer Care

    hace 1 semana

    Madrid, Madrid, España Straumann Group A tiempo completo

    Primary Position ObjectivesAs the Global Head Customer Care, Connected Customer Solutions business unit (CCS), you will play a pivotal role in transforming the digital customer care strategy. Your primary responsibility will be to create, implement and oversee the customer care structure that will enable Straumann Group to deliver a best in industry...

  • Customer Care Manager

    hace 1 semana

    Madrid, Madrid, España Ucademy A tiempo completo

    Hola crackEn Ucademy, estamos buscando a nuestro futuro Customer Care Manager.¿Tienes carácter emprendedor, iniciativa y te molan los retos? Entonces sigue leyendo.**Sobre nosotrosUcademy está fundada con el objetivo de revolucionar el estudio y convertirnos en la academia online más grande del mundo. Hemos vivido de primera mano los errores que se...

  • Customer Care Supervisor

    hace 1 semana

    Madrid, Madrid, España Civitatis A tiempo completo

    ¿Te apasionan los viajes, la culturay el ocio y tienes ganas de participar en el crecimiento de la empresa No 1 en servicios turísticos en español?Nuestro equipo no para de crecer y buscamos personas con talento e ilusión por desarrollarse. Somos un equipo joven, multicultural e innovador que entiende cada día como un desafío y una nueva oportunidad...

  • Customer Service Representative

    hace 2 semanas

    Madrid, Madrid, España Vandenbosch A tiempo completo

    We are currently looking for a proactive customer service representative for our location in Barcelona, Spain. In this position you will be responsible for your own customer base. You are the main link between the internal customers (your colleagues), and the external customers.As a customer service representative, you are the first point of contact for your...

  • Customer Service Representative

    hace 1 semana

    Madrid, Madrid, España Vandenbosch A tiempo completo

    We are currently looking for a proactive customer service representative for our location in Barcelona, Spain. In this position you will be responsible for your own customer base. You are the main link between the internal customers (your colleagues), and the external customers.As a customer service representative, you are the first point of contact for your...

  • Customer Care Supervisor

    hace 1 semana

    Madrid, Madrid, España Civitatis Tours SL. A tiempo completo

    Descripción ¿Te apasionan los viajes, la cultura y el ocio y tienes ganas de participar en el crecimiento de la empresa No 1 en servicios turísticos en español? Nuestro equipo no para de crecer y buscamos personas con talento e ilusión por desarrollarse. Somos un equipo joven, multicultural e innovador que entiende cada día como un desafío y una...

  • Customer Care Specialist We

    hace 2 semanas

    Madrid, Madrid, España Institut Straumann Ag A tiempo completo

    About Straumann The Straumann Group unites global reach, experience and innovation with passion and a commitment for uncompromising quality, making enhanced dental healthcare available and accessible to customers and patients around the globe. In 2017 Straumann entered the highly attractive market for Clear Aligner to support its strategy as becoming the...

  • Showroom y Customer Care

    hace 1 semana

    Madrid, Madrid, España HEMPER A tiempo completo

    Descripción de la compañía:Hemper es un proyecto de cultura, moda e impacto. Trabajamos con complementos hechos en cañamo por comunidades vulnerables en Nepal.Vendemos en españa y en 11 países de Europa.Descripción del puesto:Duración de las prácticas: Nos adaptamos al Estudiante en los meses a realizar las prácticas. Mínimo 4 horas diarias y 6...

  • Customer Care Supervisor

    hace 1 semana

    Madrid, Madrid, España Civitatis A tiempo completo

    Descripción:¿Te apasionan los viajes, la cultura y el ocio y tienes ganas de participar en el crecimiento de la empresa No 1 en servicios turísticos en español?Nuestro equipo no para de crecer y buscamos personas con talento e ilusión por desarrollarse. Somos un equipo joven, multicultural e innovador que entiende cada día como un desafío y una nueva...