Customer Service Ambassador

hace 7 días


Madrid, Madrid, España Xe A tiempo completo
About Xe

Xe is a leading provider 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.

Our Impact

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.

About This Role

We are seeking an enthusiastic and dedicated Customer Care Expert to join our team in Madrid, Spain. As a Customer Care Expert, you will play a key role in providing exceptional service to our customers by addressing their inquiries, resolving complaints, and ensuring a positive customer experience.

Key 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.
Requirements

We are looking for someone with excellent English verbal and written communication skills, strong customer focus, and previous experience in supporting customers in a phone-based role and digital servicing. Additionally, experience of delivering against individual targets and metrics is essential.

Salary

The estimated annual salary for this position is approximately €35,000 - €45,000, depending on qualifications and experience.



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