Opportunity at
WiseCustomer Support Specialist
Wise is seeking a Customer Support Specialist to join its team on-site. In this position, the specialist acts as a customer service expert tasked with delivering…
Career Tools
About This Role
Wise is seeking a Customer Support Specialist to join its team on-site. In this position, the specialist acts as a customer service expert tasked with delivering accurate and accountable resolutions for complex inquiries across various communication channels, including chat, phone, and email. The role requires adapting to shifting procedures, meeting key performance indicators for quality, productivity, and case resolution, and handling difficult customer interactions with empathy and professionalism. This role…
Job Description
Wise is seeking a Customer Support Specialist to join its team on-site. In this position, the specialist acts as a customer service expert tasked with delivering accurate and accountable resolutions for complex inquiries across various communication channels, including chat, phone, and email. The role requires adapting to shifting procedures, meeting key performance indicators for quality, productivity, and case resolution, and handling difficult customer interactions with empathy and professionalism.
This role suits individuals who possess a strong customer-first mindset, critical thinking capabilities, and the ability to manage escalations to departments such as Complaints, KYC, and PayOps. Employees will need to follow data security protocols, maintain precise records, and collaborate with peers while embracing a constructive feedback culture. Candidates must also demonstrate flexibility with working hours, which can include weekends, public holidays, and morning or day shifts.
Responsibilities
- Achieve performance targets across case resolution, productivity, and quality measurements over channels like phone, chat, and email
- Communicate professionally with clients while adjusting tone and maintaining composure
- Take ownership of resolving issues by applying critical thinking and active listening
- De-escalate tense situations and route complex cases to Servicing teams including PayOps, Complaints, and KYC
- Adhere to data security guidelines and maintain accurate interaction records
- Contribute to team discussions, share information, and assist colleagues with casework
Requirements
- Minimum of three years of customer support background within a contact centre
- Experience handling customer interactions across multiple channels such as email, phone, and chat
- Demonstrated history of meeting quality standards in a contact centre environment
- Fluency in Thai and proficiency in English
- Flexibility to work various shifts including mornings, days, weekends, and public holidays
- Legal authorization to work in the assigned location
- Successful completion of a background screening
Qualifications
- Desire to grow a career within customer support and advance into Senior Specialist or Team Lead roles
Core Skills
Frequently Asked Questions
Answers are based only on the employer’s listing; where it doesn’t say, neither do we.
What is the remote work policy for this position?
The posting specifies that the role is on-site.
What language skills are required?
Candidates must be fluent in Thai and proficient in English.
What experience is needed to apply?
Applicants need a minimum of three years of customer support experience in a contact centre, including experience across multiple channels such as phone, chat, and email.
Is the salary specified in the posting?
The posting does not specify the salary for this position.
Sample Interview Questions
AI-generated questions tailored to this specific role — a preview of the full practice set.
