Slow and steady doesn't win the race. It doesn't drive you to deliver or inspire you to achieve. Slow and steady is boring. We dream of quick and slick, hustle and bustle, brave and bold. We're looking for people who want to make every second count, build a legacy and power the lives of millions of people.
So, hands up if you want to swap the boring for the brilliant, the dull for the dynamic and the monotonous for the marvellous?
You do? Well, check out these front-line opportunities with the world's most trusted currency authority: Xe
But be quick... these won't be here for long!The Client Support Executive is a key front-line role and brand representative for Xe. Working within a regional and global team, our Client Support 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 Client Support Executive closely monitors individual and team performance data to ensure he/she achieves and exceeds experiential, quality and activity targets. Ideal opportunity for a recent graduate seeking an entry level role which offers structured training and broad and valuable exposure within the financial services industry.
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 performance
Success MeasuresSuccess 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
Requirements:
- 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
Benefits:
- A suite of health & benefit programs that meet the demands of life
- Generous 401k to help you prepare for retirement
- Company stock offered to all employees at a discounted rate
- Full menu of tasty snacks and beverages offered to keep you fuelled for the day
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.