Client Support Executive - FTC 6 Months
Company: Xe
Location: Buena Park
Posted on: June 20, 2022
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Job Description:
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 apps and over
the phone. Last year, we helped nearly 300 million people access
information about the currencies that matter to them and over
150,000 people used us to send money overseas. Thousands of
businesses relied on us for information about the currency markets,
advice on managing their foreign exchange risk or trusted us with
their business-critical international payments. At XE, we share the
belief that behind every currency exchange, query or transaction is
a person or business trying to accomplish something important, so
we work together to develop new and better currency services that
put our customers first. We are proud to be part of Euronet
Worldwide (Nasdaq: EEFT), a global leader in processing secure
electronic financial transactions. Under Euronet, we have brought
together our key brands - XE, HiFX and Currency Online- to become
the business that XE is today. During 2018 we completed an external
rebrand to XE.The Customer Service Executive is a key front-line
role and brand representative for Xe. Working within a regional and
global team, our Customer Services 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 Service
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 performanceSuccess 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.RequirementsNecessary Recent
graduate seeking entry level role Great attitude towards providing
the best possible customer service Confident communication skills
and excellent command of spoken and written English. 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 DesirablePrevious experience within
customer services role
Keywords: Xe, Buena Park , Client Support Executive - FTC 6 Months, Other , Buena Park, California
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