Qualifications
- Experience: You’re someone who is enthusiastic about supporting customers via phone, chat and email channels in a high volume environment, preferably in banking or finance. You're someone who has previous call center experience or experience assisting people over the phone.
- Flexibility: Open to working days, evenings, weekends, and holidays. Most shifts fall between 8:00am-8:00pm, and each agent works at least 2 weekend days per month. While we consider your scheduling preferences, shifts may change based on customer needs, so we cannot guarantee your preferred shift (Note: Your first 6 weeks will be a 9:00-5:00 EST/8:00am-4:00pm CST schedule while you complete your paid CS training)
- Communication: Phone and chats are the primary responsibilities for this role, emails are secondary, so communication skills are key. This includes exceptional verbal & written English skills, active listening, speaking in a friendly and professional tone, and conveying information in an easy to understand manner.
- Empathy and conflict resolution: It's important to empathize with customer’s situations and remain patient throughout the conversation. Occasionally, you may encounter irate or dissatisfied customers. Strong conflict resolution skills help defuse tension, address concerns, and find mutually beneficial resolutions.
- Time management: Efficiently managing your time in an ever changing environment ensures you handle customer contacts promptly and effectively. This involves prioritizing tasks, adhering to your schedule, and providing timely resolutions to exceed performance metrics and deliver a great customer experience
- Technical skills: You’re computer literate and technically savvy, with strong typing skills of at least 35 words-per-minute, and fluent in navigating computer systems and tools, ideally with an understanding of CRMs such as Twilio or ZenDesk, and other tools such as Slack, Zoom, Google Suite, etc.
- Growth oriented: You understand that an open feedback culture is there to help you grow. You challenge ideas, not people. You're able to own up to your mistakes and you follow through when you say you will. You proactively seek out resources, information, and opportunities for development.
- Adaptability: Wise serves customers and supports products all over the globe, so things change quickly and often, and adaptability is vital. You take ownership over your work and you see every challenge as a learning opportunity, using all the tools and resources at your disposal to investigate issues and find solutions.
Additional Information
- Salary for this role is $24.00 per hour.
- You must already be legally authorized to work in the US. We cannot support visas for this role.
- This is not a remote position, this is a full-time hybrid position located in Austin, Texas. During the first few months (your probationary period), you’ll need to be in the office every day. After that, you’ll have the flexibility to work from home some days, with the expectation to be in the office at least 12 days per month.
- Expected Start date: December 03, 2024.
- Click here to see the benefits we offer!
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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.
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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.
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