Customer Service Ambassador
hace 4 semanas
Xe is a leading provider of currency services and products, with a comprehensive range of offerings including a Currency Converter, Market Analysis, Currency Data API, and secure Money Transfers for individuals and businesses.
We leverage technology to deliver these services through our website, mobile app, and phone. Our goal is to provide exceptional service to our customers, addressing their inquiries, resolving complaints, and ensuring a positive customer experience.
About the Role:
The Customer Care Expert will play a key role in delivering this vision, responding 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.
This requires strong communication skills, a customer-centric approach, and the ability to work collaboratively as part of a global team. The ideal candidate will have previous experience in supporting customers in a phone-based role and digital servicing, with a strong focus on delivering against individual targets and metrics.
Key Responsibilities:
- Respond to inbound calls, resolving customer queries and issues efficiently
- Make outbound calls to customers, following up on queries or obtaining information needed to complete their transfer
- Communicate with customers via digital channels, building rapport and providing trusted answers
- Develop a deep understanding of Xe's services, products, and processes to optimize first call resolution and customer outcomes
- Adhere to global processes, actively monitoring performance to achieve individual targets and KPIs
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 standardized process
- Numerate with ability to digest individual performance metrics and use data to optimize performance and achieve targets
Benefits:
- Competitive market-based salary: approximately $45,000 - $55,000 per annum, based on location and experience
- Medical Insurance
- Lunch Vouchers
- Euronet Employee Share Purchase Plan (ESPP)
At Xe, we value diversity and inclusion, committed to making our recruitment practices barrier-free and accessible to everyone. If you would like us to make any adjustments during the application or interview process, please let us know.
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