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- Tasks: Lead customer success initiatives and mentor junior team members in FX.
- Company: Join WorldFirst, a global leader in digital payments and financial services.
- Benefits: Enjoy a diverse workplace with opportunities for growth and development.
- Why this job: Make an impact by enhancing customer experiences and sharing your FX expertise.
- Qualifications: Strong FX knowledge and proven customer success experience required.
- 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.
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.
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 (FX) employer: WorldFirst
Contact Detail:
WorldFirst Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Service Manager (FX)
✨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 during interviews but also demonstrate your genuine interest in the role.
✨Tip Number 2
Network with professionals in the e-commerce and FX sectors. Attend industry events or join relevant online forums to connect with potential colleagues or mentors who can provide insights and possibly refer you to opportunities at WorldFirst.
✨Tip Number 3
Prepare to discuss specific examples of how you've successfully managed client relationships in the past. Highlighting your customer success achievements will showcase your ability to excel in this role and align with WorldFirst's values.
✨Tip Number 4
Research WorldFirst’s services and customer success strategies. Understanding their approach will allow you to tailor your responses in interviews, showing that you're not just a fit for the role but also passionate about contributing to their mission.
We think you need these skills to ace Customer Service Manager (FX)
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights your experience in customer service 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 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 Expertise
Make sure to highlight your extensive knowledge of the FX market during the interview. Be prepared to discuss specific experiences where you've successfully navigated FX dealing and how it benefited your previous clients.
✨Demonstrate Customer Success Skills
Prepare examples that showcase your ability to build and nurture client relationships. Discuss how you proactively managed client expectations and delivered exceptional service, as this role heavily focuses on customer satisfaction.
✨Emphasise Leadership and Mentorship
Since the role involves mentoring junior team members, be ready to share your leadership experiences. Talk about how you've guided others in the past and the impact it had on their development and the team's success.
✨Understand the E-Commerce Landscape
Familiarise yourself with the current trends in e-commerce and how they relate to FX and payments. Being able to provide insights into how these trends affect customer needs will demonstrate your industry knowledge and strategic thinking.
