# Customer Support Specialist

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

**Apply**: https://jobs.smartrecruiters.com/Wise/744000160848154-customer-support-specialist?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply
**Canonical**: https://yubhub.co/job/customer-support-specialist-cb49ef15-b8f/

## Description

As a Customer Support Specialist at Wise, you will be helping to create a 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.

- 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 specializations for Consumer and 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.

For more fresh new jobs, check out [yubhub.co](https://yubhub.co/).

## Skills

### Required
- critical thinking
- active listening
- empathy
- data security
- customer service

---

Source: [Apply at jobs.smartrecruiters.com](https://jobs.smartrecruiters.com/Wise/744000160848154-customer-support-specialist?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply)