Customer Support Specialist
Wise
Job Description
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
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.
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.