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.