# Customer Support Specialist - 1 Year Fixed Term

**Company**: Wise
**Location**: Tokyo
**Experience**: senior
**Job type**: full-time
**Category**: Customer Service
**Industry**: Technology

**Apply**: https://jobs.smartrecruiters.com/Wise/744000146609679-customer-support-specialist-1-year-fixed-term?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply
**Canonical**: https://yubhub.co/jobs/job_6dfd2125-30a

## Description

We are looking for a Customer Support Specialist to join our team in Tokyo. 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 each customer's needs.

- 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 each customer's unique 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's products and processes, including segment specializations for Consumer and Business.

- Demonstrate strong grammar, spelling, and typing skills.

- 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, and Improvement:

- Follow guidelines for handling data security procedures across all channels.

- Keep accurate records of customer interactions.

- Identify opportunities to improve processes and escalate issues appropriately.

- Comply with Wise's values and Code of Conduct.

Team Collaboration and Professional Development:

- Communicate clearly and professionally with colleagues.

- Give and receive feedback in a constructive manner.

- Provide peer-to-peer support to help colleagues resolve cases.

- Be accountable for your own development, using Wise's professional development infrastructure.

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 Japanese and proficient in English. Fluency in Korean is a plus.

- Strong communication skills and empathy, with the ability to manage difficult conversations.

- Flexibility in working hours and shifts, including weekends and public holidays.

- Self-starter, able to work independently with knowledge resources, proactive, solution-oriented, and with an ownership mindset.

## Skills

### Required
- Japanese
- English
- customer support
- communication
- problem-solving

### Nice to have
- Korean

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Source: [Apply at jobs.smartrecruiters.com](https://jobs.smartrecruiters.com/Wise/744000146609679-customer-support-specialist-1-year-fixed-term?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply)