Position Summary

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

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

Key Responsibilities & Duties

Customer Support: 

• Respond promptly to customer inquiries via phone and email.
• Provide accurate and helpful information to customers.
• Resolve customer issues efficiently and effectively.
• Maintain a positive and professional demeanor at all times.
• First time resolution of all queries.
• Perform accurate data entry for account maintenance, cancellations, and reissues

Merchant Support: 

• Assist merchants with drive offs and transaction related issues 
• Provide technical support and process manual vouchers in a timely manner
• Process manual vouchers in a timely and accurate manner. 
• Reviews complaints concerning billing or service rendered and escalates as required

Customer Base Growth

• Actively promotes the WEX products 
• Forwards leads to Team Leader or Manager

Problem-Solving & Attention to Detail: 

• Identify and troubleshoot customer and merchant problems.
• Liaise with IT and Credit/Collection Team for issue resolution.
• Maintain accurate records and anticipate potential issues to ensure customer satisfaction.

Process Management: 

• Adhere to company and partner policies and procedures.
• Contribute to process improvement initiatives and adapt quickly to new technologies and system updates.

Teamwork: 

• Collaborate with colleagues to achieve team goals and share best practices. 
• Participate in team meetings and training sessions.
• Assist Team Lead when required.
• Active and positive participation in the improvement of new and existing procedures.
• Ability to develop strong working knowledge of new systems.
• Ensures all service standards are met.
  
  

Key Performance Indicators (KPIs) 

• Maintain grade of Service.
• Record opportunities for cross-promotion of WEX products.
• Ensure attendance and training records meet company standards.
• Provide at least one process or quality improvement suggestion per quarter.
• Answer all calls and emails presented
• Training up to date for all tasks identified on Training Matrix.
• Active and timely participation in the review process.
• Ensures zero errors in data entry and compliance with internal policies, contributing to overall operational accuracy and reliability

Key Relationships:

Collaborates with cross-functional teams including IT, sales, and credit teams to ensure comprehensive resolution of customer issues and contribute to continuous service improvement

Required Skills and Qualifications

• Excellent customer service, verbal, and written communication skills.
• Resilience under pressure, maintaining positivity in high-volume situations.
• Active listening and problem-solving abilities.
• Proficiency in relevant CRM and software.
• Experience in a call center environment and knowledge of payment processing and financial services.
• Fluency in Cantonese, Mandarin, and English.
• Problem-solving and analytical skills. 

Competencies required to perform the role

• Ability to multitask and prioritize tasks effectively.
• Can-Do attitude with a growth mindset.
• Ability to work autonomously and as part of a team
• Collaborates and builds relationships quickly.  The ability to work well with others, sharing and leveraging information and relationships
• Customer focus.

WEX Leadership Expectations and Competencies

• Building Bridges to Win
• Be a Talent Multiplier
• Inspire High Standards While Showing We Care
• Shape Our Markets and Adapt to Rapid Change