Care Support Executive
hace 2 semanas
At Xe, we are passionate about currencies. We offer a wide range of currency services and products, such as our Currency Converter, Market Analysis, Currency Data API, and quick, secure Money Transfers for individuals and businesses. Utilizing technology, we deliver these services through our website, mobile app, and over the phone. Last year alone, we assisted over 300 million individuals in accessing currency information that is relevant to them, and more than 225,000 people trusted us for sending money internationally.
We take pride in being a part of Euronet Worldwide (Nasdaq: EEFT), a prominent player in processing secure electronic financial transactions. Through their Money Transfer division, Xe and Ria Money Transfer have joined forces to contribute to establishing one of the largest money transfer businesses globally.
Our Core Values
AMBITION - We are big dreamers, always exploring new ideas and asking "why not?" and "what if?" Our ambition is reflected in both our thoughts and actions.RESPONSIBILITY - We engage actively, share our perspectives, and welcome fresh concepts. Taking personal responsibility is core to our ethos.COMMUNITY - We cherish a sense of community, foster trust, and promote authenticity among each other. Contributing positively to our community is ingrained in our culture.The Customer Care Executive diligently monitors individual and team performance data to ensure that they not only meet but surpass experiential, quality, and activity targets.
Requirements
Key Responsibilities:
Handle inbound customer support inquiries from our global customer base with a strong customer-centric approach, embodying Xe's brand values in every interaction.Establish strong connections with customers by offering reliable solutions and positioning Xe as the preferred money transfer service provider.Identify customers showing interest in high-value money transfer services and appropriately refer such cases to the Client Services team.Promote self-service support options among Xe's consumers to enhance awareness and utilization.Collaborate with internal teams as needed to ensure timely and professional query resolution, taking full ownership and escalating issues when necessary.Address minor complaints utilizing established objection handling techniques and deciding on the best course of action.Develop an in-depth understanding of Xe's procedures to enhance first call resolution rates and overall customer satisfaction.Follow global processes rigorously, proactively monitoring performance to achieve individual targets and KPIs.Provide feedback on customer-facing digital tools to enhance self-service options, ultimately reducing customer effort.Show a commitment to learning and actively seek ways to enhance personal performance. Embrace feedback and coaching opportunities to optimize individual outcomes.Success Metrics
The success of this role is evaluated through a variety of quantitative and qualitative metrics, including call volumes, talk time, and first call resolution rates. Delivering an exceptional customer experience is paramount. Additionally, performance is assessed against our Quality Assurance framework, aiming for excellence in every interaction and overall customer satisfaction.
Benefits
IMSSINFONAVIT5% Food Vouchers15 vacation days per year30 Christmas bonus day per yearOpportunities for growth within the company-
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