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SeniorFull-time
Salary Range
$47,736 - $64,584 /year
This salary is estimated based on similar roles. The actual salary may vary.
About the Role
We are looking for a Cantonese Customer Support Associate to join Wise. This role involves being the first point of contact for our customers, handling complex issues with ownership and empathy, and delivering outstanding customer experiences.
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.
Requirements
- ✓Skilled problem solver and customer advocate.
- ✓Ability to handle complex issues with ownership and empathy.
- ✓Proficiency in Cantonese for phone, chat, and email support.
- ✓Strong understanding of Wise’s products and processes.
- ✓Excellent communication and professional tone adjustment skills.
- ✓Knowledge of security and data privacy procedures.
