Description
Wise is a global technology company, building the best way to move and manage the world’s money. Min fees. Max ease. Full speed. Whether people and businesses are sending money to another country, spending abroad, or making and receiving international payments, Wise is on a mission to make their lives easier and save them money.
As part of our team, you will be helping us create an entirely new network for the world's money. For everyone, everywhere.
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 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.
- 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 Wise products and processes, including segment specialization for Consumer or Business.
- Demonstrate strong grammar, spelling, and typing speed.
- Maintain a holistic view of the customer journey.
- Align support provided to customers with the Wise mission.
- Gain and build knowledge and contribute to team discussions, sharing ideas and information.
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.
- Identify the appropriate routes to escalate and share feedback within and across teams.
- Build a foundation for advancement into Senior Specialist or Team Lead roles.
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.
- Typing speed: 45 words per minute.
- Flexibility in working hours/shifts (day, night, weekend, public holidays shifts).
- Self-starter, able to work independently with knowledge resources, proactive, solution-oriented, and with an ownership mindset.
- Great fit with our values and company culture.
- Able to keep up with constant change, patient, and flexible.
- Willingness to use emerging technology where appropriate.
- Open to feedback and coaching, with a clear desire for continuous improvement.