Business Customer Support Specialist

Job description preview

From Wise’s original posting

Job Description: Your mission is to be the first point of contact for our customers, acting as a skilled problem solver and customer advocate. Because our Customer Support team forms a large part of the company’s public profile, all inquiries must be handled with the utmost competence, ownership, and empathy. As a Customer Support Specialist, you will handle complex issues across phone, chat, and email, delivering outstanding experiences while navigating ambiguity and upholding Wise’s mission of money without borders. You will be responsible for end-to-end case resolution, ensuring our customers feel supported every step of the way. Key Responsibilities: 1. Customer Interaction & Service Delivery • 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…