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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 supportive team culture.
- Why this job: Make an impact by enhancing customer experiences and sharing your expertise in a dynamic environment.
- Qualifications: Strong FX knowledge and proven customer success experience are essential.
- Other info: We celebrate diversity and encourage applications from all backgrounds.
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.
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. Being well-versed in current market dynamics will not only boost your confidence but also demonstrate your commitment to the role during interviews.
✨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 at WorldFirst.
✨Tip Number 3
Prepare to discuss specific examples of how you've improved customer satisfaction in previous roles. Highlighting your proactive approach and leadership skills will resonate well with the hiring team.
✨Tip Number 4
Research WorldFirst's values and culture thoroughly. Understanding their commitment to diversity and inclusion will help you align your responses during interviews, showcasing that you are a great fit for their team.
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 service and leadership. Mention how your background aligns with WorldFirst's mission and values, and provide examples of how you've successfully mentored others.
Highlight Relevant Skills: In your application, emphasise your strong FX knowledge and any experience you have in the e-commerce industry. This will show that you understand the landscape and can provide valuable insights.
Showcase Process Improvement Examples: Include specific instances where you've identified opportunities for process improvements in previous roles. This will demonstrate your proactive approach and commitment to enhancing customer experiences.
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 impact customer success. This will demonstrate your expertise and show that you are well-informed about the industry.
✨Emphasise Customer Success Experience
Highlight your previous experience in customer success roles, particularly any achievements in building and nurturing client relationships. Use specific examples to illustrate how you've proactively supported clients and improved their overall experience.
✨Demonstrate Leadership Skills
As a potential leader, it's important to convey your leadership style during the interview. Share examples of how you've mentored others or led teams to success. This will help the interviewers see your potential to inspire and guide junior team members.
✨Prepare for Process Improvement Discussions
Think about past experiences where you've identified opportunities for process improvements. Be ready to discuss these examples and how they enhanced customer satisfaction. This shows your proactive approach and commitment to continuous improvement.
