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Care Support Executive

hace 4 meses

Santiago de Querétaro, 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.

As a Care Support Executive at Xe, you will play a crucial role in providing outstanding customer support to our global customers. In this front-line position, you will be responsible for handling inbound customer inquiries through phone, email, or digital channels regarding international money transfers. You will strive to achieve first call resolution, ensuring efficient and engaging communication that aligns with Xe's brand.

Key responsibilities:

  • Respond to inbound customer support enquiries from our global customer base, demonstrating a high level of customer focus and embodying Xe's brand values in each interaction
  • Develop strong rapport with customers, providing trusted answers and positioning Xe as their go-to money transfer provider
  • Identify customers with a propensity for high-value money transfer services and refer them to the Client Services team as necessary
  • Promote self-service support options to Xe's customers and encourage adoption of these channels
  • Collaborate with internal teams to ensure timely and professional resolution of customer queries, taking ownership and escalating when needed
  • Resolve low-level complaints using established objection handling techniques and determining appropriate solutions
  • Build a deep understanding of Xe's processes to optimize first call resolution and customer outcomes
  • Adhere to global processes and regularly monitor individual performance to achieve targets and KPIs
  • Provide feedback on Xe's customer-facing digital tools to enhance self-serve options and reduce customer effort
  • Demonstrate a learning mindset and actively seek opportunities to improve individual performance through feedback and coaching

Success measures for this role include call volumes, talk time, first call resolution achievement, and adherence to the Quality Assurance framework, which ensures excellence in every customer interaction and overall customer satisfaction.

Join us at Xe and be part of a dynamic team that is committed to delivering exceptional customer experiences and shaping the future of money transfers.

Requirements

To excel in this role, you should have:

  • Previous experience in a customer support or call center role, preferably in the financial or banking industry
  • Strong customer focus and the ability to demonstrate empathy, patience, and problem-solving skills
  • Excellent communication skills, both written and verbal, with the ability to explain complex information in a clear and concise manner
  • Knowledge of international money transfer processes and regulations is a plus
  • Ability to multitask and navigate through various computer systems and software
  • Flexibility to work in shifts, including weekends and holidays, as our customer support operates 24/7
  • Attention to detail and the ability to work in a fast-paced environment
  • Positive attitude and a willingness to learn and adapt to changes
  • Fluency in English and additional languages is an advantage
  • Experience with CRM software or ticketing systems is preferred

If you are passionate about providing exceptional customer support, thrive in a fast-paced environment, and want to contribute to shaping the future of money transfers, we would love to hear from you. Join Xe and embark on an exciting journey with a global leader in currency services.

Benefits

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