Position Summary

The Customer Service Advisor (Multilingual) serves as the frontline brand ambassador for WEX across the Asia-Pacific region, driving customer satisfaction and retention for our Fuel Card and payment solutions business. Operating out of Singapore, you will deliver exceptional multi-channel support (phone, email, messaging) in English, Mandarin, and Cantonese, while actively identifying opportunities for operational improvement and business growth.

The position requires availability to work rotating shift schedules Mon - Fri within the operational hours (8:45 AM - 6:00 PM local time). You must also be available to work on public holidays as needed to support business operations.

Key Responsibilities & Duties

Customer & Merchant Support: Deliver end-to-end resolution for inquiries regarding fleet accounts, payment processing, manual vouchers, and transaction disputes. Aim for First-Contact Resolution (FCR) while maintaining precise CRM data entry for account updates, cancellations, and card reissues.

Account Servicing & Onboarding: Guide new business clients through the initial setup process, verifying documentation and providing platform walkthroughs to ensure smooth onboarding and early card activation.

Issue Resolution & Collaboration: Liaise with IT, Credit/Collections, and Regional Sales teams to troubleshoot complex billing, technical, or service issues promptly, serving as the client's internal advocate.

Risk & Fraud Mitigation: Monitor account activity for unusual transaction patterns or drive-off incidents, escalating suspected fraudulent behavior immediately in accordance with security protocols.

Business Growth: Identify customer cross-sell opportunities, advocate WEX product capabilities, and route qualified leads to the Sales and Leadership teams.

Voice of Customer (VoC) Feedback: Collate recurring client pain points and feature requests during daily interactions, reporting trends to management to help shape future product offerings and regional service strategies.

Process Excellence: Adhere to regional compliance guidelines, security standards, and internal SOPs. Proactively identify operational bottlenecks and submit at least one process improvement initiative per quarter.

Inclusive Team Culture: Actively contribute to an equitable, high-performing team environment by sharing best practices, supporting peer onboarding, and participating in ongoing training modules.

Key Performance Indicators (KPIs) 

• SLA adherence (Service Level, Response Times, Abandonment Rates)
• First-Contact Resolution (FCR) rate and high Customer Satisfaction (CSAT) scores
• CRM data entry accuracy (Zero-defect target for critical account updates)
• Qualified lead submission targets
• On-time completion of mandatory training and compliance matrices

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

• Languages: Native or professional fluency in English, Mandarin, and Cantonese (written and spoken) to support APAC regional clients.
• Experience: Contact center or frontline customer service experience, ideally within Financial Services, Payments, FinTech, or Fleet Services.
• Technical Skills: Proficiency in CRM platforms (e.g., Salesforce), ticketing systems, and basic Microsoft Office applications.
• Core Skills: Strong analytical problem-solving skills, high emotional intelligence, resilience in high-volume environments, and keen attention to detail.
• Eligibility: Must hold valid work authorization for Singapore.