/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 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 Key Responsibilities & Duties /n
/n Customer Support: /n /n
- Respond promptly to customer inquiries via phone and email.
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- Provide accurate and helpful information to customers.
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- Resolve customer issues efficiently and effectively.
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- Maintain a positive and professional demeanor at all times.
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- First time resolution of all queries.
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- Perform accurate data entry for account maintenance, cancellations, and reissues
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/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
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- 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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/n Customer Base Growth /n /n
- Actively promotes the WEX products /n
- Forwards leads to Team Leader or Manager
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/n Problem-Solving & Attention to Detail: /n /n
- Identify and troubleshoot customer and merchant problems.
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- Liaise with IT and Credit/Collection Team for issue resolution.
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- Maintain accurate records and anticipate potential issues to ensure customer satisfaction.
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/n Process Management: /n /n
- Adhere to company and partner policies and procedures.
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- Contribute to process improvement initiatives and adapt quickly to current technologies and system updates.
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/n Teamwork: /n /n
- Collaborate with colleagues to achieve team goals and share best practices. /n
- Participate in team meetings and training sessions.
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- Assist Team Lead when required.
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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. /n /n Key Performance Indicators (KPIs) /n
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- Maintain grade of Service.
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- Record opportunities for cross-promotion of WEX products.
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- Ensure attendance and training records meet company standards.
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- Provide at least one process or quality improvement suggestion per quarter.
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- Answer all calls and emails presented
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- Training up to date for all tasks identified on Training Matrix.
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- Active and timely participation in the review process.
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- Ensures zero errors in data entry and compliance with internal policies, contributing to overall operational accuracy and reliability
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/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
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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 environment and knowledge of payment processing and financial services.
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- Fluency in Cantonese, Mandarin, and English.
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- Problem-solving and analytical skills. /n /n
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/n Competencies required to perform the role /n
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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, sharing and leveraging information and relationships
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- Customer focus.
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/n WEX Leadership Expectations and Competencies /n /n
- Building Bridges to Win
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- Be a Talent Multiplier
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- Inspire High Standards While Showing We Care
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- Shape Our Markets and Adapt to Rapid Change
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📌 Customer Service Advisor - Multilingual (Melbourne)
🏢 Wex
📍 Melbourne