Xe Hiring for Entry Level Client Support Executive Job at Auckland Full Time

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 and mobile apps. Last year, we helped nearly 300 million people access information about the currencies that matter to them and over 150,000 people used us to send money overseas.
Thousands of businesses rely on us for information about the currency markets, advice on managing their foreign exchange risk or trusted us with their business-critical international payments. At XE, 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 are proud to be part of Euronet Worldwide (Nasdaq: EEFT), a global leader in processing secure electronic financial transactions. Under Euronet, we have brought together our key brands – XE, HiFX and Currency Online– to become the business that XE is today. During 2018 we will complete an external rebrand to XE.
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 focussed 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.

Requirements:

• 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 Measures
Success 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:
Necessary

• 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

Desirable

• Previous experience within customer services role
• Foreign language is desirable but not essential

Benefits:

• Competitive market-based salary;
• Annual Discretionary Bonus
• Contributory KiwiSaver
• Medical
• Additional day of annual leave per year of service (capped at 25 days)
• Opportunity to be a part of the Euronet Employee Share Purchase Plan (ESPP) and;
• Flexible working.

Job Type: Full-time