Customer Support Specialist - Arabic

Wise is a global technology company dedicated to creating the best way to move and manage money worldwide. Our mission is to make international money transfers and payments easier, faster, and more affordable for people and businesses everywhere. As part of our team in Hyderabad, you will contribute to building a new network for the world’s money, ensuring seamless service for customers across borders.

Key Responsibilities

Customer Interaction & Service Delivery:
Deliver exceptional customer support by meeting key performance indicators such as case resolution, productivity, and quality across multiple channels including phone, chat, and email. Communicate clearly and professionally, adapting tone and style to suit each customer and situation. Take full ownership of resolving customer issues using critical thinking and empathy, while managing and diffusing escalations effectively. Collaborate with other servicing teams such as KYC, Complaints, and PayOps when necessary.

Knowledge & Skills:
Maintain advanced knowledge of Wise’s products and processes, specializing in either Consumer or Business segments. Demonstrate strong grammar, spelling, and typing speed, while keeping a holistic view of the customer journey. Align all support efforts with Wise’s mission and actively contribute to team discussions by sharing ideas and information.

Process, Compliance & Improvement:
Adhere strictly to data security procedures and company guidelines across all communication channels. Accurately document customer interactions following standardized case handling processes. Identify and escalate opportunities for process improvements. Uphold company values and comply with the Code of Conduct at all times.

Team Collaboration & Professional Development:
Communicate professionally with colleagues and foster a feedback-oriented culture by giving and receiving constructive feedback. Provide peer support to help resolve cases when appropriate. Take accountability for personal growth using Wise’s professional development resources, with a clear path toward advancement into Senior Specialist or Team Lead roles. Escalate and share feedback appropriately within and across teams.

Required Qualifications

Experience:
Minimum one year of customer support experience in a contact center environment, with a strong desire to grow a career in customer support. Proven ability to work effectively across multiple channels such as phone, chat, and email.

Language Skills:
Fluency in both English and Arabic is essential.

Communication & Technical Skills:
Strong communication skills with empathy and the ability to handle difficult conversations professionally. Typing speed of at least 45 words per minute.

Flexibility:
Willingness to work flexible hours including day, night, weekends, and public holidays. Ability to participate in team calls and video interactions across different offices. Understand the importance of consistent attendance and schedule adherence.

Mindset & Security:
Self-starter with a proactive, solution-oriented approach and ownership mindset. Adaptable to constant change, patient, and open to using emerging technologies. Commitment to following data security procedures, especially in line with evolving data privacy regulations. Open to feedback and continuous improvement.

Compliance:
Must be legally authorized to work in Hyderabad and successfully complete background screening.

Preferred Qualifications and Benefits

Wise is committed to fostering an inclusive, diverse, and equitable work environment where every employee feels respected and empowered. Our international team celebrates differences and supports career progression through various initiatives such as mission days, sabbaticals, stock options, and more. Joining Wise means becoming part of a culture that values innovation, collaboration, and personal growth.

If you are passionate about delivering outstanding customer support and want to contribute to a global mission of building money without borders, Wise offers a dynamic and rewarding environment for your career development.