Customer Care Representative
hace 6 meses
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
-
Customer Care Representative Part-time
hace 6 meses
Madrid, España EasyPark Group A tiempo completoAt 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...
-
Field Care Supervisor
hace 2 meses
Madrid, España Bluebird Care A tiempo completoProviding Quality CareBluebird Care started as a small family business in 2004, and today we are proud to be one of the largest providers of home care services across the UK. But what makes us different?We're committed to keeping people in the comfort of their own home, so we help with anything from everyday tasks around our customers' homes through to...
-
Field Care Supervisor
hace 2 meses
Madrid, España Bluebird Care A tiempo completoProviding Quality Care Bluebird Care started as a small family business in 2004, and today we are proud to be one of the largest providers of home care services across the UK.But what makes us different?We're committed to keeping people in the comfort of their own home, so we help with anything from everyday tasks around our customers' homes through to...
-
Dutch Speaking Customer Service Representative
hace 2 días
Madrid, Madrid, España Digital Customer Care Company Bv A tiempo completoWe are seeking a skilled and experienced Dutch speaking customer service representative to join our team at Digital Customer Care Company Bv. This is a remote-only position that offers the opportunity to work from anywhere in the world.Salary: 10-15 euros gross per hour, depending on experienceJob DescriptionAs a customer service representative, you will be...
-
Customer Care Representative Madrid Es+cat Full
hace 6 meses
Madrid, España EasyPark Group A tiempo completoAt 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...
-
Customer Care Representative
hace 7 meses
Madrid, España Happy Koala LLC A tiempo completo**Happy Mammoth** is a fun and rapidly growing health company committed to helping our customers live very full lives once again. We laugh, we collaborate and we encourage personal growth/passions. We are obsessed with creating natural health products centered around gut, hormone and mental health with our unique results-based dosages using the latest...
-
Customer Care Representative
hace 7 meses
Madrid, España BD A tiempo completo**Job Description Summary**: As Customer Care Representative you will be the first point of contact for our Customers when contacting BD to get support related to their orders, price information, product information, etc. You will part of the Order Management process being the link between OM team, Customers and Business. You will be responsible to process...
-
Care Services Manager
hace 4 semanas
Madrid, Madrid, España Bluebird Care A tiempo completoAbout Bluebird CareBluebird Care is a leading provider of home care services across the UK, founded in 2004 as a small family business. Our commitment to delivering high-quality care has enabled us to grow into one of the largest home care providers in the country.Our MissionWe strive to keep people comfortable in their own homes by offering a range of...
-
Customer Care Representative
hace 1 semana
Madrid, España Boston Scientific Gruppe A tiempo completo.Customer Care Representative (12-month Contract)Onsite Location(s): Madrid, ESLocation: from our offices in Madrid, on a hybrid working schedule (3 days/week in the office + 2 days/week working from home).About the Role:Reporting to the Customer Service Supervisor, the Customer Service Representative will support our customers by managing their inquiries,...
-
Customer Care Representative
hace 6 meses
Madrid, España BD A tiempo completo**Job Description Summary**: As Customer Care Representative you will be part of the Process Excellence team. This team is in charge of the back office processes. You will be carrying out processes such as order allocation, billing, product returns... The goal of this team is to simplify process and standardize between the different BUs with the greatest...
-
Care Provider
hace 2 meses
Madrid, Madrid, España Bluebird Care A tiempo completoRole OverviewAs a Care Assistant with Bluebird Care Pontypridd, you will be delivering high-quality care to our customers in their own homes. This role involves driving from house to house, providing personal care duties, prompting and administering medication, and promoting customer health, well-being, and independence.Responsibilities• Providing personal...
-
Customer Care Representative
hace 7 días
Madrid, España Boston Scientific Gruppe A tiempo completo.Press Tab to Move to Skip to Content LinkSelect how often (in days) to receive an alert: Create AlertCustomer Care Representative (12-month Contract)Onsite Location(s):Madrid, ESLocation:From our offices in Madrid, on a hybrid working schedule (3 days/week in the office + 2 days/week working from home).About the Role:Reporting to the Customer Service...
-
Customer Care Representative
hace 1 semana
Madrid, España Boston Scientific Gruppe A tiempo completoCustomer Care Representative (12-month Contract)Onsite Location(s): Madrid, ESLocation: from our offices in Madrid, on a hybrid working schedule (3 days/week in the office + 2 days/week working from home).About the Role:Reporting to the Customer Service Supervisor, the Customer Service Representative will support our customers by managing their inquiries,...
-
Customer Care Representative
hace 7 días
Madrid, España Boston Scientific Gruppe A tiempo completo.Press Tab to Move to Skip to Content Link Select how often (in days) to receive an alert: Create Alert Customer Care Representative (12-month Contract) Onsite Location(s):Madrid, ES Location: from our offices in Madrid, on a hybrid working schedule (3 days/week in the office + 2 days/week working from home). About the Role: Reporting to the Customer Service...
-
Registered Nurse For Complex Care
hace 2 meses
Madrid, España Bluebird Care A tiempo completoJoin our dedicated team at Bluebird Care North Somerset, where we provide high-quality, personalized care to individuals with complex health needs in the comfort of their own homes. We pride ourselves on delivering compassionate, person-centered care that enhances the quality of life for our customers. We are seeking a skilled and compassionate Registered...
-
Customer Care Representative
hace 1 semana
Madrid, España Boston Scientific Gruppe A tiempo completoPress Tab to Move to Skip to Content LinkSelect how often (in days) to receive an alert: Create AlertCustomer Care Representative (12-month Contract)Onsite Location(s):Madrid, ESLocation:from our offices in Madrid, on a hybrid working schedule (3 days/week in the office + 2 days/week working from home).About the Role: Reporting to the Customer Service...
-
Care Coordinator Specialist
hace 4 semanas
Madrid, Madrid, España Bluebird Care A tiempo completo**About Bluebird Care**We are a leading provider of home care services across the UK, committed to keeping people in the comfort of their own homes. Our team delivers exceptional care and support, ensuring each customer's unique needs are met with dignity and respect.**Job Overview**We are seeking an experienced Care Coordinator Specialist to join our team....
-
Care Assistant
hace 2 meses
Madrid, España Bluebird Care A tiempo completoProviding Quality Care Bluebird Care started as a small family business in 2004, and today we are proud to be one of the largest providers of home care services across the UK.What makes us different We're committed to keeping people in the comfort of their own home, so we help with anything from everyday tasks around our customers' homes through to complex...
-
Registered Nurse for Complex Care
hace 2 meses
Madrid, España Bluebird Care A tiempo completoJoin our dedicated team at Bluebird Care North Somerset, where we provide high-quality, personalized care to individuals with complex health needs in the comfort of their own homes. We pride ourselves on delivering compassionate, person-centered care that enhances the quality of life for our customers. We are seeking a skilled and compassionate Registered...
-
Registered Nurse for Complex Care
hace 7 días
Madrid, España Bluebird Care A tiempo completoJoin our dedicated team at Bluebird Care North Somerset, where we provide high-quality, personalized care to individuals with complex health needs in the comfort of their own homes. We pride ourselves on delivering compassionate, person-centered care that enhances the quality of life for our customers. We are seeking a skilled and compassionate Registered...
