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 professional 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 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 /n Customer Base Growth /n ● Actively promotes the WEX products /n ● Forwards leads to Team Leader or Manager /n 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. /n /n /n Process Management: /n ● Adhere to company and partner policies and procedures. /n ● Contribute to process improvement initiatives and adapt quickly to current 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 strong working 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 relevant CRM 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 builds relationships 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

📌 Customer Service Advisor (Perth)
🏢 Wex
📍 Perth