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.