Job Description
/n Position Summary /n /n The Customer Service Advisor – Multilingual (English, Cantonese and Mandarin) 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 setting. 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

Key Responsibilities
& Duties /n /n Customer Support: /n /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 qualified demeanor at all times. /n
- First time resolution of all queries. /n
- Perform accurate data entry for account maintenance, cancellations, and reissues /n /n /n Merchant Support: /n /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 /n /n Customer Base Growth /n /n
- Actively promotes the WEX products /n
- Forwards leads to Team Leader or Manager /n /n /n Problem-Solving & Attention to Detail: /n /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 /n
- Adhere to company and partner policies and procedures. /n
- Contribute to process improvement initiatives and adapt quickly to new technologies and system updates. /n /n /n Teamwork: /n /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 /n Key Performance Indicators (KPIs) /n /n /n
- Maintain grade of Service. /n
- Record opportunities for cross-promotion of WEX products. /n
- Ensure attendance and training records meet company standards. /n
- Provide at least one process or quality improvement suggestion per quarter. /n
- Answer all calls and emails presented /n




- Training up to date for all tasks identified on Training Matrix. /n
- Active and timely participation in the review process. /n
- Ensures zero errors in data entry and compliance with internal policies, contributing to overall operational accuracy and reliability /n /n /n Key Relationships: /n /n Collaborates with cross-functional teams including IT, sales, and credit teams to ensure comprehensive resolution of customer issues and contribute to continuous service improvement /n /n Required Skills 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 setting and knowledge of payment processing and financial services. /n
- Fluency in Cantonese, Mandarin, and English. /n
- Problem-solving and analytical skills. /n /n /n /n Competencies required to perform the role /n /n /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, sharing and leveraging information and relationships /n
- Customer focus. /n /n /n /n WEX Leadership Expectations and Competencies /n /n
- Building Bridges to Win /n
- Be a Talent Multiplier /n
- Inspire High Standards While Showing We Care /n
- Shape Our Markets and Adapt to Rapid Change /n /n /n /n /n /n

📌 Customer Service Advisor (Melbourne)
🏢 Wex
📍 Melbourne