Customer Support Specialist - Arabic

Wise is a global technology company, building the best way to move and manage the world’s money. Min fees. Max ease. Full speed.

As a Customer Support Specialist - Arabic, you will be helping create an entirely new network for the world's money. You will be 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 KPIs, such as case resolution, productivity, and quality measures across all channels (e.g., phone, chat, emails).
• 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 of resolving 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.
• 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 Wise products and processes, including segment specialization for Consumer or Business.
• Demonstrate strong grammar, spelling, and typing speed (45 words per minute).
• Maintain a holistic view of the customer journey.
• Align support provided to customers with the Wise mission.

Process, Compliance & Improvement

• Follow set guidelines while handling data security procedures across all channels.
• Keep records of customer interactions according to company standards by following standardized case handling processes.
• 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 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.
• Be accountable for your own development with the support of Wise’s professional development infrastructure in line with the Career Map.

Qualifications

• Minimum one year of customer support experience in a contact center.
• Experience working across multiple channels (phone, chat, email).
• Proven track record of meeting quality standards in a contact center role.
• Fluent in English and Arabic.
• Strong communication skills and empathy, with the ability to manage difficult conversations with customers.