Customer Service Representative - Madrid- Fixed Term Contract
Xe, Spain
Job 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.
How will you help Xe become more successful?
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.
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;
- Excel in Customer Service - 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
- Query resolution: 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.
- Relationship Builder: 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 amp; Resilience: Drive awareness and adoption of self service for support, amongst Xe’s consumers
- Effective Communicator:Communicate with internal teams as required to ensure query resolution is timely and professional, taking ownership, following up and escalating as required.
- Complaints Handling Resolve low level complaints by using established objection handling techniques and determining the appropriate way forward.
- Commercial Awareness Build a deep understanding of Xe’s services, products and processes, in order to optimise first call resolution and customer outcomes.
- Targets amp; Processes Adhere to global processes, actively monitoring own performance to ensure achievement of individual targets and KPIs. Success for this role is measured via a range of quantitative and qualitative measures including call volumes, talk time, first call resolution achievement.
- Contribute feedback on our customer facing digital tools, and how to optimise self-serve for our customers, thus reducing customer effort.
- Curious learner: Demonstrate a learning mindset and active approach to improving individual performance. Embrace feedback and coaching opportunities to optimise individual performance
Requirements
Who you are:
- A strong communicator Excellent English verbal and written communication skills
- Passionate about Customer Service: Strong customer focus with previous experience in supporting customers in a phone-based role and digital servicing
- Target Driven: Experience of delivering against individual targets and metrics
- Process driven: Ability to adhere to standardized process
- Numerical amp; Data orientated: with ability to digest individual performance metrics, and use data to optimise performance and achieve targets
Desirable
- Previous experience within FX/Payments/Banking customer services role
- Foreign language is desirable but not essential
Hours: 40 hours with shifts Monday to Sunday (including Bank Holidays) over a varying shift pattern between the hours of 8am and 8pm
Benefits
- Competitive Salary
- Discretionary Bonus
- Flexible Working
- 25 days holiday (not including Spanish non workable days)
- Eu