Description
We are seeking a Customer Support Specialist to join our team in Bangkok, Thailand. As a Customer Support Specialist, you will be responsible for delivering exceptional customer experiences, resolving complex issues, and adapting to evolving processes and expectations.
Responsibilities:
- Meet service goals and key performance indicators (KPIs) across all channels, including phone, chat, and email.
- Communicate clearly and professionally with customers, adapting tone and style to suit each customer and context.
- Take ownership of customer contacts, using critical thinking skills to identify appropriate responses.
- Maintain a customer-focused mindset, using active listening and empathy to understand unique customer requirements.
- Manage and diffuse escalating customer interactions.
- Escalate issues to other servicing teams, such as KYC, Complaints, and PayOps.
Knowledge and Skills:
- Possess advanced knowledge of Wise products and processes, including segment specializations for Consumer and Business.
- Maintain a holistic view of the customer journey.
- Align support provided to customers with the Wise mission.
- Contribute to team discussions, sharing ideas and information.
Process, Compliance, and Improvement:
- Follow guidelines for data security procedures across all channels.
- Keep accurate records of customer interactions.
- Identify opportunities for process improvements and escalate accordingly.
- Comply with company values and Code of Conduct.
Team Collaboration and Professional Development:
- Communicate clearly and professionally with colleagues.
- Foster 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.
Qualifications:
- Minimum three years of customer support experience in a contact center.
- Experience working across multiple channels (phone, chat, email).
- Fluent in Thai and proficient in English.
- Strong communication skills and empathy.
- Flexibility in working hours and shifts.
- Self-starter, proactive, and solution-oriented.
- Open to feedback and coaching.
- Understanding of data security procedures.