Complaints Officer - Japanese Speaker

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.

As a Complaints Officer Japanese Speaker, you’ll investigate customer complaints from our Brazil and Global queues, ensure timely and fair resolutions, and maintain a strong understanding of our regulatory obligations across multiple jurisdictions. This is your chance to make a tangible impact on customer satisfaction and help shape Wise's internal processes for the better.

Additionally, you will work cross-functionally to influence product and process enhancements, safeguarding Wise’s reputation and operational excellence and supporting local and global complaints.

Key Responsibilities:

• 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.
• Complete all administrative tasks efficiently and in line with regulatory standards.
• Engage in mandatory and self-directed training to stay up-to-date.
• Provide guidance to the Customer Support team on complex cases.
• Offer proactive feedback and suggestions to improve processes and customer experiences.
• Qualifications
• Excellent written and verbal communication in Portuguese/English.
• Experience with Reclame Aqui, Bacen regulation, Procon or Have worked in Ouvidoria in Brazil is a plus
• Knowledge in AML, CTF guidelines, and procedures. Experience in areas like AML, Fraud, Chargebacks, Partner RFI, Sanctions, or Quality Assurance is 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.
• Reliable, adaptable, and committed to achieving team goals.
• Working with short deadlines.

• Excellent written and verbal communication in Japanese, Portuguese and English.
• Experience with Customer Support.
• 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.
• Reliable, adaptable, and committed to achieving team goals.

Nice to have:

• Experience with Reclame Aqui, Bacen regulation, Procon or have worked in Ouvidoria in Brazil is a plus.
• Ombudsman certification is a plus
• Previously experienced with Fintech or banks.
• Knowledge in AML, CTF guidelines, and procedures. Experience in areas like AML, Fraud, Chargebacks, Partner RFI, Sanctions, or Quality Assurance is preferred.

Salary: 7300 BRL monthly 

To be considered, please make sure you've confirmed that you:

• Where You'll Be: We're looking for someone to join our team in São Paulo, Brazi! It's a hybrid role, so you'll get to spend time with the team in the office. This isn't a fully remote position, and we don't have a relocation package for it.
• Work Eligibility: This role is for candidates who are already authorized to work in Brazil. Unfortunately, we can't sponsor visas for this opportunity.
• Heads Up on Resumes: Please submit your resume in English. We want to be sure we give everyone's application a fair review!

Hiring process:

• Application Review ( Resume Review)
• Test Assignment
• Final interview: Will be conducted with 2 leadership of the hiring team. The interview should not exceed 60 minutes.

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.

Keep up to date with life at Wise by following us on LinkedIn and Instagram.