Customer Experience Officer/Executive

ACE Money Transfer, a UK-based multinational headquartered in Manchester, provides online remittance services across 29 countries in the UK, Europe, Canada, and Australia, facilitating money transfers to over 100 countries worldwide. We are looking for a Customer Experience Officer/Executive to enhance the customer journey by managing interactions, resolving queries and complaints, and ensuring high service quality. This role requires close collaboration with internal teams to improve customer satisfaction while maintaining compliance and empathy throughout the remittance process. The successful candidate will serve as the voice of the customer, ensuring reliable and compliant service delivery.

Key Responsibilities
- Act as the primary point of contact for customers through phone, email, and chat channels.
- Respond to inquiries regarding remittance transactions, account setup, service procedures, and issue resolution.
- Monitor the customer journey to identify challenges and recommend process improvements.
- Ensure adherence to regulatory requirements such as KYC, AML, and data protection when handling customer requests.
- Escalate unresolved issues to relevant departments and track them to resolution.
- Maintain detailed and accurate records of customer interactions and feedback within the CRM system.
- Support the implementation of customer experience initiatives and uphold service quality standards.
- Collaborate with product, compliance, and operations teams to optimize processes and enhance customer satisfaction.
- Assist in preparing reports on customer feedback, complaints, and overall service performance.
- Educate customers on digital channels, transaction procedures, and self-service options to improve operational efficiency.

Required Qualifications
- Bachelor’s degree in Business Administration, Finance, Commerce, or a related discipline.
- 0–3 years of experience in customer service or customer experience roles, ideally within fintech, banking, or remittance sectors.
- Strong verbal and written communication skills in English.
- Excellent interpersonal skills with a customer-centric approach and effective problem-solving capabilities.
- Ability to perform effectively under pressure in a fast-paced environment.
- Proficiency in MS Office and CRM software applications.

Preferred Qualifications and Benefits
- Knowledge of remittance services, financial products, or fintech industry is a plus.
- Fresh graduates with strong communication and customer handling skills are encouraged to apply.

ACE Money Transfer is dedicated to delivering outstanding service and fostering a collaborative workplace where customer satisfaction is a top priority. Join our team to contribute to a global financial service that connects people across borders with ease, trust, and reliability.