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- Tasks: Lead customer success initiatives and mentor junior team members in FX and payments.
- Company: Join WorldFirst, a global leader in digital payments and financial services for SMEs.
- Benefits: Enjoy a diverse workplace, opportunities for growth, and a chance to make an impact.
- Why this job: Be part of a dynamic team that values inclusivity and professional development.
- Qualifications: Strong FX knowledge and proven customer success experience required.
- Other info: WorldFirst is committed to equal opportunity and diversity in the workplace.
The predicted salary is between 36000 - 60000 £ per year.
WorldFirst is a subsidiary of Ant International, a global digital payment and financial services leader. Through the World Account, WorldFirst is meeting the needs of SMEs engaged in international trade or business, both online via marketplaces or websites, as well as offline to support importers and exporters. This includes global collection (receiving payments), making payments, currency conversion, risk management to help WorldFirst customers reduce costs, improve turnover efficiency to generate more revenue and sales, and quickly capture global business opportunities. WorldFirst serves one million customers worldwide and is connected to over 100 marketplaces.
Role Overview: We are looking for a dynamic and experienced Senior Customer Success Manager with a strong background in FX to join our team. In this role, you will drive excellence in customer success while coaching junior team members, ensuring the highest quality of service, and continuously improving processes. Your expertise in FX and payments will be essential in delivering exceptional support to our clients and providing strategic insights to the team.
What You’ll Do:
- Customer Success Leadership: Showcase best-in-class customer success skills by proactively managing client relationships, ensuring high levels of satisfaction, and consistently delivering quality feedback.
- Process Improvement: Identify and raise opportunities for process and system improvements within the team to enhance the overall customer experience.
- Mentorship: Lead by example, mentoring new joiners, and providing consistent FX support to help them succeed and grow in their roles.
- Knowledge Sharing: Act as a go-to resource for FX and payments expertise, providing insights and sharing industry knowledge with the team to elevate overall performance.
What We’re Looking For:
- Strong FX Knowledge: Extensive experience and in-depth knowledge of FX dealing and the payments industry.
- Customer Success Expertise: Proven ability to build and nurture client relationships, with a focus on proactive support and continuous improvement.
- Leadership Skills: A natural leader who sets a high standard for professionalism, attitude, and proactivity, and is passionate about mentoring and training others.
- E-Commerce Industry Insight: A solid understanding of the e-commerce and FX landscape, with the ability to demonstrate value-added insights and solutions to both the team and clients.
Who We Are: WorldFirst is proud to be an equal opportunity employer. We are passionate about creating a diverse and inclusive workplace where our people feel that they belong and can reach their full potential. We believe our differences are our strengths and are committed to recruiting, developing and retaining a team from a variety of backgrounds, perspectives, and skills. We encourage applications from all individuals regardless of race, age, disability, sex, gender reassignment, sexual orientation, pregnancy and maternity, religion or belief, and marriage and civil partnership.
Customer Service Manager employer: WorldFirst
Contact Detail:
WorldFirst Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Service Manager
✨Tip Number 1
Familiarise yourself with the latest trends in the FX and payments industry. This knowledge will not only help you during interviews but also demonstrate your passion and commitment to the role.
✨Tip Number 2
Network with professionals in the customer success and FX sectors. Attend industry events or join relevant online forums to connect with others who can provide insights and potentially refer you to opportunities.
✨Tip Number 3
Prepare to discuss specific examples of how you've improved customer satisfaction in previous roles. Highlighting your leadership and mentorship experiences will show that you're ready to take on the responsibilities of this position.
✨Tip Number 4
Research WorldFirst's values and culture. Understanding their commitment to diversity and inclusion will allow you to tailor your conversations and show how you align with their mission during the interview process.
We think you need these skills to ace Customer Service Manager
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights your experience in customer success and FX. Use specific examples that demonstrate your ability to manage client relationships and improve processes.
Craft a Compelling Cover Letter: Write a cover letter that showcases your passion for customer success and your leadership skills. Mention how your background aligns with WorldFirst's mission and values, and provide examples of how you've mentored others in the past.
Highlight Relevant Experience: In your application, emphasise your extensive knowledge of the FX and payments industry. Include any relevant achievements or projects that demonstrate your expertise and ability to drive customer satisfaction.
Showcase Your Leadership Qualities: Illustrate your leadership skills by providing examples of how you've led teams or initiatives in previous roles. Discuss your approach to mentoring and how you can contribute to the growth of junior team members at WorldFirst.
How to prepare for a job interview at WorldFirst
✨Showcase Your FX Knowledge
Make sure to brush up on your foreign exchange (FX) knowledge before the interview. Be prepared to discuss recent trends in the FX market and how they could impact customer success. This will demonstrate your expertise and show that you are genuinely interested in the role.
✨Highlight Customer Success Experience
Prepare specific examples from your past roles where you successfully managed client relationships and improved customer satisfaction. Use the STAR method (Situation, Task, Action, Result) to structure your responses, making it easy for the interviewer to see your impact.
✨Demonstrate Leadership Skills
As a potential leader, it's crucial to convey your leadership style and how you mentor others. Share experiences where you've guided junior team members or led initiatives that improved team performance, showcasing your ability to inspire and elevate those around you.
✨Understand the E-Commerce Landscape
Familiarise yourself with the e-commerce industry and its challenges, especially in relation to FX and payments. Being able to discuss how these elements interact will not only impress the interviewers but also show that you can provide valuable insights to clients.
