Care Support Executive

hace 1 semana

Santiago de Querétaro, Querétaro de Arteaga, México Xe A tiempo completo

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

The Customer Care Executive is a key front-line role and brand representative for Xe. Working within a regional and global team, our Customer Care Executives respond to customers who contact us via phone, email, or digital contact channels with queries regarding their international money transfers. The role is focused on reducing customer effort through first call resolution wherever possible, and ensuring that all communication is engaging, efficient, and in line with Xe's brand.

The Customer Care Executive closely monitors individual and team performance data to ensure he/she achieves and exceeds experiential, quality and activity targets.

What you'll do:

  • 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 processes, 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

Success Measures

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:

  • Minimum of 2 years of experience in customer support.
  • Proficient in using customer support software such as Zendesk.
  • Excellent written and verbal communication skills.
  • Strong attention to detail and problem-solving skills.
  • Strong interpersonal and organizational skills.
  • A team player with a positive attitude.
  • Must possess a high sense of professionalism and integrity.

Benefits

  • IMSS
  • INFONAVIT
  • 5% Food Vouchers
  • 15 vacation days per year
  • 30 Christmas bonus day per year
  • Growth within the company

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