Description
As a Customer Support Specialist at Wise, you will be helping create a new network for the world's money. You will deliver exceptional customer support, resolving complex issues with accuracy and ownership, while adapting to evolving processes and expectations.
Responsibilities:
- Meet service goals in all KPIs, such as case resolution, productivity, and quality measures across all channels.
- Communicate clearly and professionally with customers, adapting tone and style based on customer and context.
- Take ownership of resolving contacts, using critical thinking skills to identify appropriate responses.
- Maintain a customer-focused mindset, using active listening and empathy to understand unique requirements.
- Manage and diffuse escalating customer interactions.
- Escalate issues to other servicing teams, such as KYC, Complaints, and PayOps.
Knowledge & Skills:
- Possess advanced knowledge of Wise's 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.
- Align support provided to customers with Wise's mission.
- Contribute to team discussions, sharing ideas and information.
Process, Compliance & Improvement:
- Follow guidelines for data security procedures across all channels.
- Keep records of customer interactions according to company standards.
- Identify opportunities to improve processes and escalate appropriately.
- Comply with company values and Code of Conduct.
Team Collaboration & Professional Development:
- Communicate clearly and professionally with fellow team members.
- Have a feedback mentality, giving and receiving constructive feedback.
- Provide peer-to-peer support to help colleagues resolve cases.
- Be accountable for own development, using Wise's professional development infrastructure.
- Identify routes to escalate and share feedback within and across teams.
- Build a foundation for advancement into Senior Specialist or Team Lead roles.
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