n The Customer Service Advisor – Multilingual is responsible for supporting and growing the WEX Customer Base and Fuel Card businesses across Australia. As a frontline representative, you will deliver exceptional customer experiences through phone, email, and mail while contributing to team KPIs and process improvementsn
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The Customer Service Advisor will contribute to creating an inclusive, equitable, and respectful workplace environment. This role plays a key part in ensuring that all individuals feel valued and empowered. By fostering collaboration, innovation, and diverse perspectives, this position supports the broader goals of the organization. We encourage a mindset of continuous improvement, where team members are proactive in identifying process inefficiencies and proposing solutions that enhance customer experience and operational efficiency.
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Essential Duties and Responsibilitiesn
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Customer Support
n ● Respond promptly to customer inquiries via phone and email.
n ● Provide accurate and helpful information to customers.
n ● Resolve customer issues efficiently and effectively.
n ● Maintain a positive and professional demeanor at all times.
n ● First time resolution of all queries.
n ● Perform accurate data entry for account maintenance, cancellations, and reissues
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Merchant Support
n ● Assist merchants with drive offs and transaction related issues
n ● Provide technical support and process manual vouchers in a timely manner
n ● Process manual vouchers in a timely and accurate manner.
n ● Reviews complaints concerning billing or service rendered and escalates as required
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Customer Base Growth
n ● Actively promotes the WEX products
n ● Forwards leads to Team Leader or Manager
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Problem-Solving & Attention to Detail
n ● Identify and troubleshoot customer and merchant problems.
n ● Liaise with IT and Credit/Collection Team for issue resolution.
n ● Maintain accurate records and anticipate potential issues to ensure customer satisfaction.
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Process Management:
n ● Adhere to company and partner policies and procedures.
n ● Contribute to process improvement initiatives and adapt quickly to new technologies and system updates.
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Teamwork:
n ● Collaborate with colleagues to achieve team goals and share best practices.
n ● Participate in team meetings and training sessions.
n ● Assist Team Lead when required.
n ● Active and positive participation in the improvement of new and existing procedures.
n ● Ability to develop strong working knowledge of new systems.
n ● Ensures all service standards are met.
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Skills, Experience and Qualificationsn
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- Excellent customer service, verbal, and written communication skills.
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- Resilience under pressure, maintaining positivity in high-volume situations.
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- Active listening and problem-solving abilities.
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- Proficiency in relevant CRM and software.
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- Experience in a call center setting and knowledge of payment processing and
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- Fluency in Cantonese, Mandarin, and English.
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- Problem-solving and analytical skills.
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- Competencies required to perform the role
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- Ability to multitask and prioritize tasks effectively.
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- Can-Do attitude with a growth mindset.
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- Ability to work autonomously and as part of a team
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- Collaborates and builds relationships quickly. The ability to work well with others,
n sharing and leveraging information and relationships
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- Customer focus.
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