Customer Support Specialist - Arabic

About the Position

Customer Support Specialist - Arabic

Wise is a global technology company, building the best way to move and manage the world’s money. Whether people and businesses are sending money to another country, spending abroad, or making and receiving international payments, Wise is on a mission to make their lives easier and save them money.

As part of our team, you will be helping us create an entirely new network for the world’s money. For everyone, everywhere.

For everyone, everywhere.

More about our mission and what we offer.

Responsibilities

Customer Interaction & Service Delivery

• Meet service goals in all the KPIs, such as case resolution, productivity, and quality measures across all channels (e.g., 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 specialization for Consumer or Business.
• Demonstrate strong grammar, spelling, and typing speed.
• Maintain a holistic view of the customer journey.
• Aligning support provided to customers with the Wise mission.
• Gain and build knowledge and contribute to the team discussions - sharing ideas and information.

Process, Compliance & Improvement

• Follow the set guidelines while handling data security procedures across all channels.
• Keep records of customer interactions according to company standards by following the standardized case handling processes.
• Identify opportunities to improve processes and escalate appropriately.
• Comply with the 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.
• 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.

Requirements

• Experience: Minimum one year customer support experience in a contact center and a desire to continue to grow their career with Customer Support. Experience working across multiple channels (phone, chat, email).
• Adherence: Proven track record of meeting quality standards in a contact center role.
• Language: Fluent in English and Arabic.
• Communications: Strong communications skills and empathy, with the ability to manage difficult conversations with customers.
• Technical requirements: Typing speed: 45 words per minute.
• Flexibility: Flexibility in working hours/shifts (day, night, weekend, public holidays shifts). Specialists may be required to attend team calls, including video interaction with other offices.
• Mindset: Self-starter, able to work independently with knowledge resources, proactive, solution-oriented, ownership mindset. Great fit to our values and company culture. Able to keep up with constant change, patient, and flexible. Willingness to use emerging technology where appropriate.
• Feedback: Open to feedback and coaching, with a clear desire for continuous improvement.
• Security: Understanding and following data security procedures is critical, especially as data privacy regulations evolve.
• Inclusivity: Commitment to fostering an inclusive and diverse work environment.
• Compliance: Must be legally authorized to work in the assigned location. Required to complete successful background screening.

We Offer

• Competitive salary up to INR 720,000 yearly.
• Full-time position.

About the Company

Wise is a global technology company, building the best way to move and manage the world’s money. Whether people and businesses are sending money to another country, spending abroad, or making and receiving international payments, Wise is on a mission to make their lives easier and save them money.

As part of our team, you will be helping us create an entirely new network for the world’s money. For everyone, everywhere.

More about our mission and what we offer.

Additional Information

For everyone, everywhere. We're people building money without borders - without judgement or prejudice, too. We believe teams are strongest when they are diverse, equitable and inclusive.

We're proud to have a truly international team, and we celebrate our differences. Inclusive teams help us live our values and make sure every Wiser feels respected, empowered to contribute towards our mission and able to progress in their careers.

If you want to find out more about what it's like to work at Wise visit Wise.Jobs.

Keep up to date with life at Wise by following us on LinkedIn and Instagram.

Job Location

India