Customer Support Specialist - 1 Year Fixed Term

A Specialist is a customer support expert who delivers with accuracy and ownership, resolving complex issues for all customers while adapting seamlessly to evolving processes and expectations.

Responsibilities

• Meet service goals in all the KPIs eg. case resolution, productivity and quality measures across all channels (eg- phone, chat, emails, etc).
• Communicate clearly and professionally with customers across all channels, adapting tone and style based on customer and context while maintaining composure and professionalism.
• Take ownership for the resolution of contacts, using critical thinking skills to identify the appropriate responses.
• Maintain a customer-focused mindset to resolve contacts, using active listening and empathy to understand the unique requirements of each case and tailoring responses to ensure resolution.
• Understand how to manage and diffuse escalating customer interactions.
• Manage appropriate escalations to other Servicing teams including KYC, Complaints and PayOps.

Knowledge & Skills

• Possess advanced knowledge of all our products and processes, including segment specializations for Consumer and Business.
• Demonstrate strong grammar, spelling, and typing speed.
• Maintain a holistic view of the customer journey.
• Aligning support provided to customers with the Wise mission.
• Gain and build knowledge and contribute to the team discussions - sharing ideas and information

Process, Compliance & Improvement

• Follow the set guidelines while handling data security procedures across all channels.
• Keep records of customer interactions according to company standards by following the standardized case handling processes.
• Identify opportunities to improve processes and escalate appropriately.
• Comply with the company values and Code of Conduct.

Team Collaboration & Professional Development

• Communicate clearly and professionally with fellow Wisers.
• Have a feedback mentality, being able to give and receive feedback in a constructive manner.
• Provide peer-to-peer support to help colleagues resolve cases where appropriate.
• Accountable for their own development with the support of Wise’s professional development infrastructure in line with the Career Map.
• Identify the appropriate routes to escalate and share feedback within and across teams.
• Build foundation for advancement into Senior Specialist or Team Lead roles.