Xpress Money - Customer Support Specialist - Product Excellence (3-4 yrs)

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