Customer Support Specialist - Arabic

Role/Job purpose 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

Customer Interaction & Service Delivery ● 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 specialisation for Consumer or 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 standardised 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.

Qualifications

Experience

• Has a minimum one year customer support experience in a contact centre and a desire to continue to grow their career with Customer Support.
• Experience working across multiple channels (phone, chat, email)

Adherence: Proven track record of meeting quality standards in a contact centre role. Language: Fluent in English and in Arabic Communications: Strong communications skills and empathy, with the ability to manage difficult conversations with customers. Technical

requirements

Typing speed: 45 words per minute

Flexibility

• Flexibility in working hours/shifts (day, night, weekend, public holidays shifts). Specialists may be required to attend team calls, including video interaction with other offices
• Able to understand the direct contribution of consistent presence and schedule adherence to holistic business needs.

Mindset

• Self starter, able to work independently with knowledge resources, proactive, solution oriented, ownership mindset.
• Great fit to our values and company culture.
• Able to keep up with constant change, patient, and flexible.
• Willingness to use emerging technology where appropriate

Feedback: Open to feedback and coaching, with a clear desire for continuous improvement. Security: Understanding and following data security procedures is critical, especially as data privacy regulations evolve. Inclusivity: Commitment to fostering an inclusive and diverse work environment

Compliance

• Must be legally authorized to work in the assigned location.
• Required to complete successful background screening.