Business Customer Support Specialist

Sobre a oportunidade

Your mission is to be the first point of contact for our customers, acting as a skilled problem solver and customer advocate.

Local

São Paulo - SP

Responsabilidades

Handle complex issues across phone, chat, and email.

Meet service goals in all the KPIs eg. case resolution, productivity and quality measures across all channels.

Communicate clearly and professionally with customers across all channels.

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.

Manage appropriate escalations to other Servicing teams including KYC, Complaints and PayOps.

Follow the set guidelines while handling data security procedures across all channels.

Keep records of customer interactions according to company standards by following the standardised case handling processes.

Identify opportunities to improve processes and escalate appropriately.

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.

Accountable for their 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 foundation for advancement into Senior Specialist or Team Lead roles.

Requisitos

Minimum 2 (two) year customer support experience in a contact centre.

Experience working across multiple channels (phone, chat, email).

Fluent in English.

Strong communications skills and empathy.

Typing speed: 45 words per minute.

Flexibility in working hours/shifts (day, night, weekend, public holidays shifts).

Ability to understand the direct contribution of consistent presence and schedule adherence to holistic business needs.

Self starter, able to work independently with knowledge resources, proactive, solution oriented, ownership mindset.

Commitment to fostering an inclusive and diverse work environment.

Legally authorized to work in the assigned location.

Required to complete successful background screening.

Benefícios

RSU's in a rapidly growing company

Flexible working model

An annual self-development budget

Health and dental allowance for you and your dependents

Company-paid: Life Insurance, and an EAP program

Paid time off: 30 days vacation + 3