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Customer Care Expert

4 tygodni temu

Warszawa, Mazovia, Polska TN Poland Pełny etat

Our Mission 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.

Leveraging technology to deliver these services through our website, mobile app and by phone, 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

Xe Money Transfer is seeking an enthusiastic and dedicated Customer Care Expert to play a key role in providing exceptional service to our customers by addressing their inquiries, resolving complaints, and ensuring a positive customer experience.

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

  • Make outbound calls to customers either following up on queries or obtaining information needed to complete their transfer.
  • Listen actively to customers, empathize with their concerns, and provide practical solutions.
  • Resolve low-level complaints by using established objection handling techniques and determining the appropriate way forward.
  • Build and maintain strong relationships with customers and colleagues based on trust and reliability.
  • 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.
  • Make appropriate product or service recommendations based on customer needs.

Position Requirements

  • High school diploma or equivalent college education preferred.
  • Minimum of 1-2 years of experience in customer service or call centre roles.
  • Proficiency in MS Office and internet navigation.
  • Strong verbal and written communication skills.
  • Ability to work flexible schedules and adapt to changing priorities.
  • Customer-focused mindset with attention to detail and problem-solving skills.

Perks & Benefits

  • Working in a hybrid formula Wednesday & Friday remote working.
  • Attractive office location close to Gdańsk Railway Station.
  • Subsidised glasses up to PLN 1000.
  • Co-financing of kindergartens.
  • Discounted Euronet Employee Share Purchase Plan ESPP.
  • Plumm Mental Health and Wellbeing.

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.