Xe Care Representative

Xe.com; Santiago de Querétaro; Presencial; MXN 201.000 - 290.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Competitive salary

1 month of Aguinaldo (Christmas bonus)

15 days of vacation

Life insurance

Food vouchers

Work-life Balance

Growth Opportunities

Descripción de la vacante

Xe is seeking a Customer Care Representative to be the first point of contact for our international money transfer and currency exchange clients. You will handle inquiries, resolve issues, and ensure a seamless customer experience through clear communication and problem-solving.

Ideal candidates bring experience in customer service, fluency in English, and proficiency with CRM platforms like Zendesk or Salesforce, with a strong attention to detail in a fast-paced team environment.

Formación

• Experience in customer service, preferably in financial services.
• Familiarity with international payments or financial regulations (preferred).
• Proficiency with CRM systems and support platforms (Zendesk, Salesforce).
• Basic knowledge of Microsoft Office (Excel, Word, Outlook).
• Fluent English communication (written and verbal).
• Problem-solving mindset and attention to detail.
• Ability to work in a fast-paced, multitask environment.
• Team player with proactive attitude.

Responsabilidades

• Handle customer inquiries via phone, email, and chat, assisting with money transfers, currency exchange, and account-related questions.
• Investigate and resolve transaction issues, ensuring timely and accurate problem resolution while maintaining a high level of customer satisfaction.
• Guide customers through Xe’s services, providing clear instructions on account setup, verification, and transaction processing.
• Ensure compliance with financial regulations and company policies, verifying customer information and following security protocols.
• Accurately document customer interactions in the system for tracking and reporting purposes.
• Collaborate with internal teams and elevate complex issues when necessary to ensure smooth case resolution.
• Identify and suggest process improvements to enhance the customer experience and operational efficiency.
• Support additional projects or initiatives as needed, contributing to the continuous improvement of Xe’s services.

Conocimientos

Customer service

Fluent English

CRM systems

Problem solving

Attention to detail

Multi-tasking

Herramientas

Zendesk

Salesforce

Descripción del empleo

Description

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.

About This Role

As a Customer Care Representative at Xe, you will be the first point of contact for our customers, providing exceptional service and support for their international money transfer and currency exchange needs. You will handle inquiries, resolve issues efficiently, and ensure a seamless customer experience through clear communication and problem-solving. This role requires a customer-focused mindset, attention to detail, and the ability to work in a fast-paced, team-oriented environment. Join us and be part of a global company dedicated to simplifying international payments and helping customers move money with confidence!

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, trust in each other, and authenticity. We contribute to our community

Roles & Responsibilities

• Handle customer inquiries via phone, email, and chat, assisting with money transfers, currency exchange, and account-related questions.
• Investigate and resolve transaction issues, ensuring timely and accurate problem resolution while maintaining a high level of customer satisfaction.
• Guide customers through Xe’s services, providing clear instructions on account setup, verification, and transaction processing.
• Ensure compliance with financial regulations and company policies, verifying customer information and following security protocols.
• Accurately document customer interactions in the system for tracking and reporting purposes.
• Collaborate with internal teams and elevate complex issues when necessary to ensure smooth case resolution.
• Identify and suggest process improvements to enhance the customer experience and operational efficiency.
• Support additional projects or initiatives as needed, contributing to the continuous improvement of Xe’s services.

Position Requirements

Previous experience in customer service, preferably in financial services, banking, or money transfers.

Familiarity with international payments, foreign exchange, or financial regulations (preferred but not mandatory).

Proficiency in CRM systems and customer support platforms (e.g., Zendesk, Salesforce, or similar).

Basic knowledge of Microsoft Office Suite (Excel, Word, Outlook) and ability to navigate multiple systems efficiently.

Ability to quickly learn and adapt to new digital tools and software used for customer support and transaction processing.

Fluent English communication skills (written and verbal) with a strong customer-focused approach.

Problem-solving mindset, able to handle and resolve customer issues efficiently.

Strong attention to detail, ensuring accuracy in transactions and documentation.

Ability to work in a fast-paced environment, managing multiple tasks while maintaining high-quality service.

Team player with a proactive attitude, willing to collaborate and contribute to process improvements.

Perks & Benefits

• Competitive salary
• 1 month of Aguinaldo (Christmas bonus)
• 15 days of vacation
• Life insurance
• Food vouchers
• Work-life Balance
• Growth Opportunities

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 at [e-mail]

The position responsibilities outlined above are intended to define the general contents and requirements to perform this job. It is not to be taken as a complete statement of responsibilities or requirements. This job description does not restrict the Company’s right to assign or reassign duties and responsibilities to this job as needed.