Bilingual Customer Support Associate
Bilingual Customer Support Associate
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Job Description
As a Customer Support Associate at Wise you are the first point of contact for our Customers. You are a skilled problem solver and customer advocate. You handle complex issues with ownership and empathy across phone chat and email - delivering outstanding customer experiences while adapting to change navigating ambiguity and upholding Wises mission of money without borders.
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 Wises Career Map and coaching from Team Leads.
Embody and uphold Wises values in daily interactions.
Qualifications :
Professional Experience (Strongly Preferred):
1 year minimum Customer-facing experience preferably in fintech banking telecom or global contact centers.
Communication proficiency:
Fluency in English and the supported language for the role (where relevant).
Proficient in both written and verbal communication in English and Spanish.
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:
Follow working from home guidelines where applicable.
Must be legally authorized to work in the assigned location.
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.
Additional Information :
For everyone everywhere. Were people building money without borders without judgement or prejudice too. We believe teams are strongest when they are diverse equitable and inclusive.
Were 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 its like to work at Wise visit .
Keep up to date with life at Wise by following us on LinkedIn and Instagram.
For everyone everywhere. Were people building money without borders without judgement or prejudice too. We believe teams are strongest when they are diverse equitable and inclusive.
Were 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 its like to work at Wise visit .
Keep up to date with life at Wise by following us on LinkedIn and Instagram.
Remote Work :
No
Employment Type :
Full-time
Employment Type
Full-time
