.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.We are proud to be part of Euronet Worldwide (Nasdaq: EEFT), a global leader in processing secure electronic financial transactions. Under their Money Transfer division, Xe and Ria Money Transfer have been brought together to help establish the third largest money transfer business in the world.The purpose of the Customer Care Representative role is to respond to inbound and outbound calls from our Global customer base working within a highly effective Care team, who will provide help and support for Xe's global consumer and SME customer base.The Customer Service Representative will consistently deliver outstanding levels of service across all contact channels.The outcome of this role will be that Xe's customer's regardless of region receive the best possible support during their engagement with Xe.Our principlesAMBITION - We dream big, try things out and always ask "why not?" and "what if?" We're ambitious in our thinking and our deliveryRESPONSIBILITY - We get involved, bring our perspective and are always open to new ideas. We take personal responsibilityCOMMUNITY - We value a sense of belonging, trusting each other and encouraging authenticity. We contribute to our communityWhat you'll do; 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 callMake 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 providerIdentify customers with a propensity to require high value money transfer servicesDrive awareness and adoption of self service for support, amongst Xe's consumersCommunicate 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
