Job Description
Join WEX Australia and play a crucial role in maintaining our market-leading reputation for customer service excellence. As a Customer Service Advisor, you will be the primary point of contact for our customers, focusing on first-time query resolution and delivering outstanding service experiences.
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You will contribute fresh perspectives and innovative ideas to support team and organizational goals.
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Working within a collaborative, supportive, and customer-first team environment, you will actively contribute to achieving team satisfaction targets while helping foster an inclusive, equitable, and respectful workplace culture.
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We have a permanent position available working Monday to Friday between 8:45am - 8:00pm on a rotating roster, with work on public holidays.
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Key Relationships
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Key Customers
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Partners
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Support functions (Finance, Credit, Merchants and Customer Service Teams
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Team leaders
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Key Responsibilities & Duties
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Customer Support
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Provide exceptional customer service by addressing and resolving customer inquiries efficiently at first contact.
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Reviews complaints concerning billing or service rendered and escalates as required
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Educate customers regarding procedures, costs and restrictions.
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Cancel, reissue and maintain customer accounts as required.
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Maintains accurate records and associated documentation within the card management system.
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Adhere fully to the Privacy Act.
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Actively participate in work and quality improvement programs.
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Consistently meet and exceed customer satisfaction and service level targets
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Customer Based Growth
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Actively promotes the WEX products
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Actively seeks to reduce attrition.
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Forwards leads to Team Leader or Manager
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Teamwork
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Keep abreast of the Customer Services roster and ensure conflicts are raised immediately.
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Keep up to date on Customer Services Policies and Procedures.
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Provides feedback on training and raises issues as required.
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Works with the Customer Service Team Leader to continually improve performance.
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Active and positive participation in the improvement of new and existing procedures.
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Ability to develop strong working knowledge of new systems.
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Ensures all service standards are met.
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Required Skills And Qualifications
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The position requires a motivated individual who wants to be part of a growing and successful company where individual and team contribution will be valued. Strong interpersonal skills and commercial acumen are a must along with a proven track record in delivering customer solutions.
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To be successful in this role you will need to have
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Strong customer focus - you will consistently provide a great customer experience and be confident in a phone-based role
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You have personal resilience - you will be someone who can manage challenging conversations with the help of the tools we provide and have the skill set to manage your own wellbeing.
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You have clear verbal and written communication - you will be confident communicating with a diverse range of people from all different walks of life.
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You are adaptable and can work under pressure - this is a fast-paced role, you will be comfortable working in a busy environment and be adaptable to adapt to changes throughout your day.
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You can work in a structured environment - your days will be scheduled and structured so that we can meet the needs of our customers, you will be comfortable working in this way
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Strong capability to resolve customer queries accurately on first contact.
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Flexibility to work shifts between 8:45 AM and 8:00 PM (Monday to Friday) and on public holidays as required by the roster.
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Experience With The Following Technologies Is Desirable
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Salesforce
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Gmail and Google Workspace
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📌 Customer Service Advisor (Victoria)
🏢 Wex
📍 Victoria