Customer Support Specialist

Key responsibilities

• Provide high-quality support via phone, chat, and email with a focus on end-to-end case resolution.
• Resolve Customer contacts and queries with sound judgment, empathy, and minimal escalation.
• Meet performance targets across KPIs such as resolution rate, quality and handling time.
• Demonstrate advanced product and process knowledge for the assigned region or queue.
• Communicate clearly and professionally, adjusting tone and style based on customer context.
• Maintain accurate records using standardized case-handling processes.
• Follow security and data privacy procedures across all channels.
• Proactively contribute to knowledge sharing, team discussions, and continuous improvement.
• Take responsibility for your own learning and development through performance feedback, Wise??s Career Map and coaching from Team Leads.
• Embody and uphold Wise??s values in daily interactions.

Professional Experience (Strongly Preferred):

• 2 year minimum Customer-facing experience, preferably in fintech, banking, telecom, or global contact centers providing multi-channel support.

Communication proficiency:

• Fluent in English and the supported language for the role (where relevant).
• Strong English written and verbal communication skills.

Work Schedule and Flexibility:

• Flexibility in working hours and shifts. This can include morning, evening, weekend, and public holiday shifts when applicable.
• Working hours will be fixed at the start of the month, but activities during the shift can be flexible.

Work Environment:

• Work from the office.
• Must be legally authorized to work in Hyderabad.

Ways of working:

• Agents may be required to attend team calls and other internal activities, including but not limited to video interactions with other offices.
• Open to feedback and coaching, with a clear desire for continuous improvement.

Skills and Attributes:

• Self-starter, able to work independently with knowledge resources, proactive, solution-oriented, and possess an ownership mindset.
• Comfortable using prompting for AI tools e.g. ChatGPT, Google Gemini, etc.
• Adaptability: Able to keep up with constant change, patient, and flexible.
• Great fit with our values and company culture.

Commitment to Diversity and Inclusion:

• Commitment to fostering an inclusive and diverse work environment (DEI).

Data Security and Compliance:

• Data Security Awareness: Understanding and following data security procedures is critical, especially as data privacy regulations evolve.
• Background Checks: Clean background checks when joining and clean re-checks.

Attendance and Availability:

• In case of absence or sick leave, agents are required to adhere to the company policies and processes.