Customer Care Representative
XE
- Bracknell, Berkshire
- £28,000 per year
- Permanent
- Full-time
- 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
- Respond to 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
- 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.
- 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 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 services, products and processes, in order to optimize first call resolution and customer outcomes.
- Adhere to global processes, actively monitoring own performance to ensure achievement of individual targets and KPIs.
- Contribute feedback on our customer facing digital tools, and how to optimize 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 optimize individual performance
- Success measures/KPIs
- 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.
- Excellent English verbal and written communication skills
- Strong customer focus with previous experience in supporting customers in a phone-based role and digital servicing
- Experience of delivering against individual targets and metrics
- Ability to adhere to standardised process
- Relishes working in a fast paced, target driven environment
- Numerate with ability to digest individual performance metrics, and use data to optimise performance and achieve targets
- Ability to build deep knowledge of Xe’s business and customer proposition
- Ability to work as part of a global team, sharing best practice and working collaboratively to raise the bar across the organisation
- Previous experience within FX/Payments/Banking customer services role
- Competitive salary and bonus
- We support hybrid-working
- 23 days holiday (increasing with service 1 day per annum, capped at 28 days) plus birthday day-off
- Option to buy/sell additional 5 days
- Group pension plan 4% employer contribution
- Euronet Employee Share Purchase Plan (ESPP)
- Healthcare Insurance Scheme, Income Protection Scheme, Life Assurance Scheme
- Critical Illness Cover