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Xe Care Representative

Location: Santiago de Querétaro, QUE, Mexico

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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, trusting each other and encouraging 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, escalating 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).
  • Ability to quickly learn and adapt to new digital tools and software used for customer support and transaction processing.
  • Fluent English and Spanish 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. 
Working Conditions & Physical Demands
  • On-site work environment in an office setting.
  • Desk-based role requiring prolonged periods of sitting.
  • Regular collaboration with internal teams in person, via email, and through digital communication tools.
  • Scheduled shifts, including evenings, weekends, or holidays, as required.Potential exposure to high-stress situations when handling customer inquiries or complaints.
  • Prolonged use of a computer, keyboard, and mouse.
  • Ability to focus on multiple screens and digital tools simultaneously.
  • Occasional movement within the office for meetings, training sessions, or team collaboration.
  • Maintaining a professional and engaging tone during extended periods of customer interaction.
PERKS & BENEFITS
  • Competitive monthly salary.
  • 5% food vouchers. 30 days bonus.
  • 15 days of initial vacation.
  • Life insurance.
  • Free access to our gym. Dynamic and collaborative work environment.
  • free English and French classes Work-life Balance.
Xe offers a competitive salary and benefits package. Actual compensation is based upon factors such as the candidate’s skills, qualifications, and experience.
 
Xe is an equal opportunity employer.  We celebrate diversity and are committed to creating an inclusive environment for all employees. 
 
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.
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