DescriptionAt 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 ROLEThe purpose of the Customer Care Expert 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 Care Expert will consistently deliver outstanding levels of service across all contact channels.The outcome of this role will be that Xe’s customers, 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 communityROLES & RESPONSIBILITIESRespond to inbound calls from our integral customer base, assisting customers with questions about their money transfers and services we offer,



and aiming to resolve on the 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, to optimise first call resolution and customer outcomes.Adhere to global processes, actively monitoring own 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.POSITION REQUIREMENTSExcellent English verbal and written communication skillsStrong customer focus with previous experience in supporting customers in a phone-based role and digital servicingExperience of delivering against individual targets and metricsAbility to adhere to standardised processRelishes working in a fast-paced, target-driven environmentNumerate with the ability to digest individual performance metrics, and use data to optimise performance and achieve targetsAbility to build deep knowledge of Xe’s business and customer propositionAbility to work as part of a global team, sharingPERKS & BENEFITSCompetitive market-based salary23 days holidayMedical Insurance with flexible remunerationLunch VouchersEuronet Employee Share Purchase Plan (ESPP)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
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📌 Customer Care Expert (Alcobendas)
🏢 Xe
📍 Alcobendas