Customer Care Manager

4 months ago

Sydney, Australia Xe 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, mobile apps and over the phone.

Last year, we helped nearly 300 million people access information about the currencies that matter to them and over 350,000 people used us to send money overseas. Thousands of businesses relied 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 Euronext Worldwide (Nasdaq: EEFT), a global leader in processing secure electronic financial transactions. Under Euronet, we have brought together our three key brands - XE, HiFX and Ria Money Transfer - to become the business that XE is today.

The purpose of the Customer Relationship Manager is to effectively manage customer complaints, ensuring the reputation of Xe is protected and that all complaints are handled within regulatory guidelines.

Working closely with the wider management team and support teams across the business, the jobholder will lead from the front in ensuring a high-quality service is being delivered to customers. This will include providing feedback to managers on individuals and processes, highlighting any concerns and making recommendations for improvement.

**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

**What you'll do**
- **Drive the Customer Care Team** to deliver a high impact support experience for consumers and businesses, during their end-to-end engagement with Xe, meeting key performance targets and service levels.
- **Strategic Output: Encourage** a 'one global team' culture as we evolve our 'the sun' support model and provide additional support bandwidth to other regions during peak times.
- **Thrive on excellence**: Drive excellence as the team responds to inbound queries from Xe's global customer base.
- **Complaints Management**: Manage escalated cases and formal complaints, lead changes in Xe's processes to reduce the number of formal complaints.
- **Relationship Builder**: Build strong relationships with internal stakeholders and drive the team to build strong customer relationships with Xe, where consumers view Xe as their 'go-to' transaction provider.
- **Problem Solver**: Identify any issues in the end-to-end process, and highlight areas for improvement, working collaboratively with key teams. Work closely with global peers to share best practice.
- **Mentorship**: Responsible for empowering and coaching the customer care team to optimize the overall team performance. Actively coach team members to improve performance using quality assurance processes.
- **Revenue targets & milestones** Achieve revenue targets as the customer care team is empowered to execute simple, low value money transfers directly for customers.
- **Enforce adherence to standard global processes**, actively monitoring performance and suggesting continuous improvements to tools and processes.
- **Continuous product Improvement**: Contribute feedback on our digital tools and insights on how to optimize digital self-serve for our consumers, thus reducing support call volumes.
- **Sharing of best practice**: Build a learning culture, where teams share important knowledge and best practice.
- **Success for this role is reflected** in the success of the overall team and is measured via a range of quantitative measures including call volumes, talk time, first call resolution achievement.
- **Delivering an excellent custome**r experience is key. Success is measured via team performance as part of our Quality Assurance framework, which seeks to ensure excellence at every interaction, and overall customer satisfaction.

**Requirements**:
**Who you are**
- **Leading teams: 3- 5 years'** experience managing teams to deliver an excellent customer experience. #Strong customer focus.
- **Targets driven**: Experience in managing and motivating a team to deliver against targets and metrics.
- **Excellent communication**: spoken and written.
- **Coaching skills**: investing in team members to perform at the highest level.
- **Improvements and efficiencies**: Ability to adhere to process, and based on

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