Job Title : Product Excellence - Customer Support
Location : Kochi, India
Job Type : Full-time
Experience : Minimum 3-4 years in the remittance industry
About Xpress Money
Xpress Money is a global remittance brand committed to simplifying cross-border money transfers through innovative solutions and strategic partnerships. With a strong focus on customer satisfaction and operational excellence, we are expanding our footprint in key international markets, offering secure and seamless money transfer services.
Role Overview :
- We are seeking an experienced and detail-oriented professional to join our Product Excellence team. In this role, you will play a vital part in ensuring smooth and efficient client journeys, driving process enhancements, and maintaining exceptional service standards. The ideal candidate will have a strong background in remittance operations, customer service, and cross-functional collaboration.
Key Responsibilities :
Deliver high-quality customer support by managing queries and concerns across various channels, ensuring prompt resolution within defined TAT (Turnaround Time).Oversee end-to-end transaction processing and troubleshooting, ensuring seamless customer experiences.Identify operational challenges and work with internal teams (product, tech, compliance, and operations) to improve process efficiency and enhance customer satisfaction.Analyze customer queries and operational data to identify trends, suggest process improvements, and contribute to product enhancement initiatives.Prepare regular reports and insights related to product performance, service quality, and process gaps.Maintain thorough documentation of customer interactions, issue resolution, and process updates for internal reference and audits.Ensure adherence to regulatory guidelines and internal service standards.Collaborate closely with teams across different time zones, demonstrating flexibility in working hours to meet business requirements.Candidate Requirements :
Experience :
Minimum 3-4 years of relevant experience in the remittance industry (preferably in customer support, product operations, or process excellence).Education :
Bachelor's or Master's degree (preferred fields : Business, Accounting, Finance, or related disciplines).Strong communication skills (both written and verbal) in English.Proficiency in Microsoft Excel with strong analytical and reporting abilities.Excellent problem-solving skills with a proactive, customer-first mindset.Ability to work under pressure and manage multiple priorities effectively.Flexibility to work beyond regular office hours, as required, to align with global operations.Why Join Us?
Opportunity to work with a globally recognized brand in the remittance industry.Dynamic, fast-paced work environment offering exposure to international markets and innovative products.Collaborate with a diverse team of professionals across regions.Competitive salary and benefits package.How to Apply :
If you meet the above requirements and are passionate about driving customer and product excellence in a global financial services environment, we would love to hear from you.
Apply now to be part of Xpress Money's exciting growth journey!
Job role : Product Excellence - Customer Support Specialist
ref : iimjobs.com)
