Company Description

Wise is a global technology company, building the best way to move and manage the world’s money. Min fees. Max ease. Full speed.

Whether people and businesses are sending money to another country, spending abroad, or making and receiving international payments, Wise is on a mission to make their lives easier and save them money.

As part of our team, you will be helping us create an entirely new network for the world's money. For everyone, everywhere.

More about our mission and what we offer.

Job Description

We’re looking for a dedicated and detail-oriented Complaints Officer to join our APAC Complaints team in Tokyo, Japan.

You’ll investigate a range of complaints from customers, carry out deep analytical work, ensure timely and fair resolutions, and maintain a strong understanding of our regulatory obligations across different jurisdictions in APAC. This is a critical role within Wise, not only to ensure customer satisfaction, but to help shape Wise's internal processes for the benefit of the customer and fulfill/surpass regulatory requirements.

Your responsibilities:

• Case Management: Investigating cases thoroughly, providing detailed information when requested and conducting audits/investigation on the internal handling of the customer complaint journey. This is to ensure a fair outcome in upholding or refuting the customer complaint.
• Arbitration Management: Handling discussions with an arbitration representative and customers, possibly with legal representation to agree an outcome based on the presented facts.
• Complaints knowledge: Maintaining up-to-date knowledge on the various complaints Wise Receives in Japan and the wider APAC region, with an understanding on how they are handled across the business.
• Working across multiple teams: Communicating and networking with relevant product/operational teams to ensure a comprehensive understanding of cases and promptly assisting when needed.
• Consistently hitting SLAs: Consistently handling cases within Wise’s and the regulatory SLAs, as well ensuring we do not breach cases based on the regulatory deadlines set. 
• Follow and adhere internal and external SLAs and KPIs, individually and within the team level.
• Help Wise accomplish its objectives by bringing a systematic, disciplined approach to evaluation and improvements of the quality of Customer Support teams, vendors and product.

Continuous knowledge development regarding the sector’s rules, regulations, best practices and tools.

• Assist Team Lead in responding to different parties' information requests in a timely and clear manner.
• Effectively managing a Complaints queries workload, maintaining speed, quality and consistency of reporting management;
• RCA: Contribute to the RCA process within your domain.
• Positively contributing to the team culture by enriching the team experience, assisting other Complaints officers and teams, sharing decisions, and providing feedback when necessary.

Qualifications

About You:

• You are able to communicate fluently in Japanese and English languages
• You have strong business etiquette and experience working with external organisations face to face. Examples will be required.
• You have excellent soft skills - you are a concise communicator via email and in person, an attentive listener, team player and a problem solver. You have impeccable verbal and written Japanese & English skills. 
• You are analytical and detail oriented - you’ll notice patterns, trends and can draw meaningful conclusions from them. You use this to solve problems, make decisions and provide recommendations to your leads, colleagues and other stakeholders in your role.
• You have some knowledge of regulatory frameworks, and you’re willing to learn.
• You have great time management skills and are effectively able to organise your work between tasks of a different nature and urgency.
• You are comfortable with independent working and decision-making once you are onboarded and established within the team.
• You are aware of, and put into practice data security procedures with an understanding of the importance of protecting customer data.
• You’re customer-focused and you love helping people, you derive extreme satisfaction from positive outcomes. Our customers come first and we make no compromises on that, so you always have the customer’s best interest in mind. Customers > Team > Ego.

Eligibility Requirements:

• Hold Japanese citizenship, Permanent Residency or Child/Spouse of Japanese Citizen Visa (please note we cannot support some Visas for this role)
• You have in total at least 3 years of customer support/facing experience.
• You have at least three years of stakeholder relationship and management experience in a business context. 
• Having a background in the finance or fintech industry is an advantage.
• Excellent written and verbal communication in Japanese and English

If you're interested in the position, please submit a CV and Cover Letter.

In your Cover Letter please include your experience and what you feel you can bring to the role, as well as how you'll make a difference to the department.

Additional Information

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.

We're proud to have a truly international team, and we celebrate our differences. 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.

If you want to find out more about what it's like to work at Wise visit Wise.Jobs.

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