Job Description 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 improvements N n 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. N n Essential Duties and Responsibilities N n 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 skilled demeanor at all times. N ● First time resolution of all queries. N ● Perform accurate data entry for account maintenance, cancellations, and reissues N n Merchant Support N ● Assist merchants with drive offs and transaction related issues N ● Provide technical supportand 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 N Customer Base Growth N ● Actively promotes the WEXproducts N ● Forwards leads to Team Leader or Manager N Problem-Solving & Attention to Detail N ● Identify and troubleshootcustomer and merchant problems. N ● Liaise with IT and Credit/Collection Team for issue resolution. N ● Maintain accurate recordsand anticipate potential issues to ensure customer satisfaction. N n n Process Management: N ● Adhere to company andpartner policies and procedures. N ● Contribute to process improvement initiatives and adapt quickly to new technologies and system updates. N n 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 strongworking knowledge of new systems. N ● Ensures all service standards are met. N Skills, Experience and Qualifications N n n Excellent customer service, verbal, and written communication skills. N Resilience under pressure, maintaining positivity in high-volume situations. N Active listening and problem-solving abilities. N Proficiency in relevantCRM and software. N Experience in a call center environment and knowledge of payment processing and N financial services.n Fluency in Cantonese, Mandarin, and English. N Problem-solving and analytical skills. N Competencies required to perform the role N Ability to multitask and prioritize tasks effectively. N Can-Do attitude with a growth mindset. N Ability to work autonomously and as part of a team N Collaborates and buildsrelationships quickly. The ability to work well with others, N sharing and leveraging information and relationships N Customer focus.n N n n n n n N