Customer Service Advocate

2 semanas atrás


São Paulo, São Paulo, Brasil Wise Tempo inteiro

We are seeking a dedicated and detail-oriented Customer Service Advocate to join our team at Wise. This role involves investigating customer complaints, ensuring timely and fair resolutions, and maintaining a strong understanding of regulatory obligations across multiple jurisdictions.

About the Role:

This is an exciting opportunity for you to make a tangible impact on customer satisfaction and contribute to shaping Wise's internal processes for the better.

  • You will thoroughly review and understand customer complaints using internal tools.
  • Conduct root cause analysis to identify systemic issues and suggest improvements.
  • Communicate clearly with internal teams to gather necessary information.
  • Reference relevant terms of use and customer agreements to support case resolutions.
  • Utilize tools like Ninjas, Watson, Zendesk, Twilio, and Slack effectively.
  • Provide clear summaries, timelines, and outcomes in customer communications.
  • Demonstrate a customer-first approach, displaying empathy and aiming for solutions that enhance satisfaction.
  • Craft well-drafted, regulatory-compliant final responses.
  • Keep systems updated with proper records and audit trails.
Qualifications:

To be successful in this role, you will need:

  • Excellent written and verbal communication skills in English.
  • Experience working with Reclame Aqui, Bacen regulation, Procon, and Ouvidoria in Brazil.
  • Knowledge of AML, CTF guidelines, and procedures, with experience in areas like AML, Fraud, Chargebacks, Partner RFI, Sanctions, or Quality Assurance preferred.
  • Proficiency with Google Workspace, Office Suite, and platforms like Confluence.
  • Strong organizational skills and a sharp eye for detail.
  • Ability to work independently, prioritize tasks, and make informed decisions.
  • Effective interpersonal skills and a clear communication style.
What We Offer:

As a Customer Service Advocate at Wise, you can expect:

  • A competitive salary of 6,900 BRL per month, plus benefits and RSUs.
  • An annual self-development budget.
  • Health and dental allowance for you and your dependents.
  • Company-paid Life Insurance and EAP program.
  • Paid time off: 30 days vacation + 3 'Me' days + 1 volunteer day annually.
  • A paid 6-week sabbatical leave after four years.
  • 18 weeks of paid parental leave, after a year with us and child care assistance.
  • Transportation vouchers.
  • Meal (708 BRL per month) and food (1,166 BRL per month) vouchers.
  • TotalPass access to 3,500 gyms and studios throughout Brazil.


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