Customer Support Specialist - 1 Year Fixed Term

Wise
Tokyo
Workplace: OnsiteFull timeFunction: Customer Support (Service Desk)Skills: ["Empathy","Communication","Critical thinking","Ownership mindset","Ability to manage escalations"]

Deliver accurate, owned customer support across channels (phone, chat, email) by meeting KPIs for resolution, productivity, and quality. Communicate professionally with empathy, use critical thinking to resolve contacts, and manage/diffuse escalations. Handle escalations to KYC, Complaints, and PayOps while following data security procedures and standardized case-handling processes. Collaborate with peers, contribute to improvements, and build toward future senior or team lead pathways.

Loading

Loading job details...

Preparing the role view and application actions.

FursaFursa
Wise
Wise
5 days ago

Customer Support Specialist - 1 Year Fixed Term

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI
Last checked: 20 hours agoStatus: Live

Job Summary

Deliver accurate, owned customer support across channels (phone, chat, email) by meeting KPIs for resolution, productivity, and quality. Communicate professionally with empathy, use critical thinking to resolve contacts, and manage/diffuse escalations. Handle escalations to KYC, Complaints, and PayOps while following data security procedures and standardized case-handling processes. Collaborate with peers, contribute to improvements, and build toward future senior or team lead pathways.
Location: Tokyo
Workplace: Onsite
Employment Type: Full time · 12 months
Job Function: Customer Support (Service Desk)
Seniority: Mid level

Key Responsibilities

  • •Meet customer service goals and KPIs for case resolution, productivity, and quality across all channels.
  • •Communicate clearly and professionally with customers across channels, adapting tone and staying composed.
  • •Take ownership of resolutions using critical thinking to identify appropriate responses.
  • •Maintain a customer-focused mindset using active listening and empathy to tailor responses for resolution.
  • •Follow data security procedures, keep case records using standardized processes, and escalate appropriately (including KYC, Complaints, PayOps).

Pay and Benefits

Salary: JPY 5,900,000 annually

Key Requirements

  • •Minimum one year of customer support experience in a contact centre, with a desire to grow in Customer Support.
  • •Experience working across multiple channels (phone, chat, email).
  • •Fluent in Japanese and proficient in English; fluency in Korean is a plus.
  • •Proven track record of meeting quality standards in a contact centre role.
  • •Must be legally authorized to work in the assigned location and complete successful background screening.
Skills:EmpathyCommunicationCritical thinkingOwnership mindsetAbility to manage escalations
Languages:JapaneseEnglishKorean

Eligibility

Work Authorization:Authorization required. Sponsorship not provided.

Company Brief

Wise
Wise (formerly TransferWise) is a London-based fintech that provides low-cost international money transfers, multi-currency accounts and payment infrastructure for individuals and businesses worldwide.
Industry: Payments
Company Size: Enterprise (1,001+ employees)
Revenue: USD 1B+
Growth: Public Company
Valuation: Public Company (Market Cap in USD)
Funding: IPO / Publicly Listed
Headquarters: London, United Kingdom
Founded: 2011
Glassdoor
Glassdoor: 3.8
WebsiteLinkedInGlassdoor