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 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. About This Role As a Senior Customer Care Representative, you will provide help and support for Xe's global consumer and SME customer base, with a particular focus on our high-value and actively contribute to revenue generation and the cultivation of customer loyalty, through the delivery of an exceptional customer experience across all contact channels (chat, phone and email). Our principles 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 Roles & Responsibilities Respond to inbound contact from our high value corporate and consumer customers - both new and existing - assisting them with questions about their money transfers and services we offer. Resolve low to high level complaints by using established objection handling techniques and determining the appropriate way forward. Engage with your own customer base efficiently, nurturing strong customer relationships to optimize repeat transfers. Develop rapport with customers, providing trusted answers and positioning Xe as the customer's 'go-to' money transfer provider. Make outbound calls to customers - either following up on queries or obtaining information that is needed to complete their transfers. Communicate with customers via digital channels (chat and email) as well as phone. Identify customers with future transfer needs. Drive awareness and adoption of self service for support, carefully balancing supporting their needs proactively to foster loyalty. Communicate with internal teams as required to ensure query resolution is timely and professional, taking ownership, following up and escalating as required. Resolve 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 optimise first call resolution and customer outcomes. Monitor KPIs to optimize daily/monthly/quarterly/annual revenue targets and activity levels. 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 Fulfill the role of a 2IC (Second-in-Command) in instances when the assigned supervisor or manager is absent from the operational floor. Other duties, special projects, and special reporting as assigned by the manager. Position Requirements Preferably Bachelor's Degree in any related field. 2+ years of experience working in the Finance industry within a B2B environment. 2+ years of experience in foreign exchange payments 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. Outstanding verbal and written communication skills in English. 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 work as part of a global team, sharing best practice and working collaboratively to raise the bar across the organization. Perks & Benefits A competitive salary and allowances HMO with Dental Coverage on Day 1 Paid Leave Euronet Employee Share Purchase Plan (ESPP) Options We want Xe to be a great place to work and to ensure that our communities are represented across our workforce. A vital part of this is ensuring we are a truly inclusive organization that encourages diversity in all respects. At Xe we are committed to making our recruitment practices barrier-free and as accessible as possible for everyone. This includes making adjustments or changes for disabled people, neurodiverse people or people with long-term health conditions. If you would like us to do anything differently during the application, interview or assessment process, including providing information in an alternative format, please contact us on [HIDDEN TEXT] The position responsibilities outlined above are intended to define the general contents and requirements to perform this job. It is not to be taken as a complete statement of responsibilities or requirements. This job description does not restrict the Company's right to assign or reassign duties and responsibilities to this job as needed. Show more Show less