Client Support Executive Digital - Remote
Xe, United Kingdom
Job Description
At Xe, we live currencies. 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 have ambitious growth plans as we work towards becoming the world’s most used, most loved and most trusted currency exchange service, helping more than a billion people around the world.
Our global Customer Support teams play a pivotal role in this ambition by delivering an excellent, highly available phone and digital channel support experience. We are now expanding our team. If you see yourself as a people person and have a passion for delivering excellent customer service, this might be the role for you!
Working as part of a team, this role will be required to work weekend days and late shifts as defined by a monthly rota. You will also need to work occasional bank holidays.
What you'll do
- Build a deep understanding of Xe’s services, products and processes;
- Respond to inbound support requests from new and existing customers ensuring interactions and outcomes are captured accurately and in line with prescribed processes
- Build positive relationships with Xe customers by ensuring their experience with us is easy, efficient and accurate;
Success Measures
Success in this role is measured via a range of quantitative 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
Necessary
- Strong customer focus, with previous experience in supporting our customers on digital channels
- An excellent command of written English is a pre-requisite and a language proficiency test will be required as part of the selection process
- 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 domain 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
- Foreign language is desirable but not essential
Benefits
- Competitive salary and bonus
- 23 days holiday (increasing with service 1 day per annum, capped at 28 days) plus birthday day-off
- Group pension plan 4% employer contribution
- Euronet Employee Share Purchase Plan (ESPP)
- Healthcare Insurance Scheme, Income Protection Scheme, Life Assurance Scheme
- Critical Illness Cove