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.
**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**
- **Take ownership of complex customer queries**, providing resolutions and escalating sources of customer friction to the Head of Client Support for further investigation and prioritisation.
- Motivate the team and drive a high-performance culture with a focus on continuous knowledge development and coaching
- **Handle escalated complaints** with a focus on speaking to the customer at the earliest opportunity to fully understand the situation before then resolving the situation and confirming our position in writing.
- **Deputise for the Head of Client Support **as required.
- **Assist the Head of Client Support **with any projects and initiatives which impact the team and the overall customer experience.
- **Collate and present performance metrics**, reviewing any trends that require further analysis and highlighting areas to the Head of Client Support
- **Respond to inbound customer support** enquiries from our global customer base. Demonstrate a high level of customer focus, putting the customer at the heart of what we do, and demonstrating Xe's brand values in each customer interaction.
- **Develop deep 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, and in line with process, refer these calls to the Client Services team
- **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 processes** in order to optimise first call resolution and customer outcomes.
- **Adhere to global processe**s, actively monitoring performance to ensure achievement of individual targets and KPIs.
- **Contribute feedback on our customer facing** digital tools, and how to optimise 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 optimise individual performance.
- **Collaborate with various stakeholder groups** such as: Payments and Settlements, Compliance, Fraud and Credit.
**Requirements**:
**Who you are**:
- Ability to travel once or twice offsite per year as needed.
- Flexible to work overtime shifts as needed
- At least 2 years of customer support experience in a leadership role.
- Experience in working with Zendesk, SalesForce, DFX and FX Client.
**Benefits**
- IMSS
- INFONAVIT
- 5% Food Vouchers
- 15 vacation days per year
- 30 Christmas bonus day per year