Customer Xperience Associate

Who we are:

ACE Money Transfer is a UK-based company headquartered in Manchester, United Kingdom. The company is an online remittance service provider for customers from the UK, Canada, Australia, and the European Union, including Switzerland. The company is a parent company in a group of companies with a diversified portfolio, including digital wallet services in the UK and real estate, advertising businesses, and software solutions in Pakistan.


Job Overview:

As a Customer Experience Associate at ACE Money Transfer, you will play a key role in ensuring a positive and seamless experience for our customers. In this entry-level position, you will be responsible for providing exceptional customer service through various channels, resolving queries, and assisting in the smooth operation of money transfer services. You will work closely with customers to ensure their needs are met and help them navigate our platform with ease.

Key Responsibilities:

Customer Support:

• Respond to customer inquiries and provide support via phone, email, and live chat. Assist customers with transaction-related queries, account issues, and product-related information.

Transaction Assistance:

• Help customers with the initiation, tracking, and completion of money transfers. Provide guidance on exchange rates, fees, and other transaction details to ensure customers have a smooth experience.

Issue Resolution:

• Handle and resolve customer complaints, issues, and inquiries professionally and efficiently. Collaborate with other departments to resolve complex or escalated cases.

Account Management:

• Assist customers with account setup, verification, and updates. Ensure that customers' accounts are secure and that all necessary documentation is provided.

Quality Assurance:

• Maintain a high level of accuracy and attention to detail in all customer interactions. Ensure that all information provided to customers is accurate and up to date.

Feedback and Reporting:

• Collect feedback from customers and report insights or recurring issues to the relevant teams to help improve service quality. Contribute to ongoing improvements to customer experience processes.

Product Knowledge:

• Develop a deep understanding of ACE Money Transfer's products, services, and policies to provide accurate and relevant information to customers.

Collaboration:

Work collaboratively with team members and other departments to improve customer satisfaction and enhance the overall customer experience.

Key Skills & Qualifications:

Education:

Bachelor’s degree or Higher Education

Experience:

Previous customer service experience, ideally in a fintech or financial services environment, is a plus but not mandatory.

Communication Skills:

Strong verbal and written communication skills with the ability to interact with customers in a clear, professional, and friendly manner.

Problem-Solving Skills:

Ability to handle customer concerns and complaints with patience, empathy, and effective problem-solving techniques.

Technical Proficiency:

Comfortable using customer support software, CRM systems, and online tools. Basic knowledge of money transfer processes and financial technology is beneficial.

Attention to Detail:

Strong attention to detail and a high level of accuracy when processing transactions or handling customer data.

Team Player:

Ability to work well in a team-oriented environment and collaborate with cross-functional teams.

Customer-Centric:

A passion for delivering excellent customer service and improving the overall customer experience.

Language Skills:

Fluency in English is essential. Additional language skills may be an advantage.


ACE Money Transfer is committed to providing all employees and applicants equal employment opportunities. We are an equal-opportunity employer and encourage candidates from all backgrounds to apply.

If you're passionate about helping customers and ready to start your career in fintech, we’d love to hear from you! Apply now to join the ACE Money Transfer team.

ACE Money Transfer Profile: https://acemoneytransfer.com/company-profile