Care Support Executive

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 

We are looking for dynamic and motivated Inbound Sales Representatives to join our expanding team in Queretaro, Mexico. As a Junior Associate, you will be the first point of contact for potential customers, responsible for qualifying inbound calls and creating sales opportunities. Your goal is to identify customer needs, provide information on our services, and drive sales through effective communication and relationship-building. This is a key front-line role that drives revenue and builds customer loyalty by delivering an excellent customer experience within Xe’s consumer business.

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 inbound calls from potential and existing customers, providing information, answering queries, and qualifying sales opportunities.
• Qualify leads by understanding the needs of each caller and identifying potential sales opportunities.
• Promote Xe's products and services, tailoring your message to meet the specific needs of each caller.
• Convert qualified leads into sales by guiding customers through the sales process, ensuring smooth transactions.
• Maintain accurate records of customer interactions, sales opportunities, and follow-up actions in Zendesk.
• Collaborate with the broader sales team to ensure seamless customer handoffs and support overall sales goals.
• Provide the best possible customer experience in every engagement, ensuring customer satisfaction and loyalty.
• Adhere to standard processes and regulatory requirements, ensuring all actions are in the customers' best interests.
• Continuously develop and grow your understanding of the currency market and payment services industry.
• Actively engage with your team in coaching and performance discussions, viewing these as opportunities to continuously improve your personal performance.

Success will be measured via a range of quantitative measures including:

• Lead Conversion
• Trade Conversion
• Phone Activity
• Quality of Service Delivered

• Experience in a customer service or sales role (preferred but not required).
• Interest in financial services.
• Excellent communication skills, both spoken and written.
• High level of English proficiency (required)
• Learning mindset and willingness to continuously improve.
• Ability to adhere to processes and regulatory requirements.
• Comfortable working in a fast-paced, target-driven environment.
• Numerate and able to analyze and react to individual/team performance data to optimize performance and revenue generation.
• Ability to work in a global team, sharing best practices and collaborating to raise the bar across the organization.
• Customer-focused with a commitment to delivering an outstanding customer experience.

Benefits: Our package includes Competitive salary, 1 month of Aguinaldo (Christmas bonus),15 days’ vacation, Life insurance, Food vouchers and Work-life Balance.

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 [email protected] 

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.