Customer Support Specialist

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From Wise’s original posting

Job Description: 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 the KPIs eg. case resolution, productivity and quality measures across all channels (eg- phone, chat, emails, etc). • 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 for the resolution of 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 our products and processes, including segment specializations for Consumer and Business. •…