The Customer Service Advisor – Multilingual at WEX

Melbourne, Victoria, Australia -

Full Time

Start Date

Immediate

Expiry Date

10 May, 26

Salary

0.0

Posted On

09 Feb, 26

Experience

0 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Customer Service, Verbal Communication, Written Communication, Problem-Solving, Active Listening, CRM Proficiency, Multitasking, Attention to Detail, Team Collaboration, Technical Support, Process Improvement, Data Entry, Resilience, Positive Attitude, Analytical Skills, Fluency in Cantonese

Industry

Software Development

Description

Role Overview/Job Scope/ Position Summary 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 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. 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 is a global commerce platform that helps businesses solve for operational complexities like employee benefits, managing and mobilizing fleets, and streamlining payments. With over 6,500 employees, we work with large and small companies in more than 200 countries and territories, and can tailor our services to meet the unique needs of their businesses. We hire people who share our passion for continuous innovation and client service that is unparalleled in the industry. Offering comprehensive and market competitive benefits, our offerings are designed to support your personal and professional well-being. If you’re looking for a growing career - come be part of WEX today. To learn more about our employee benefits, please click here. WEX is an equal opportunity employer committed to diversity and inclusion in the workplace. All qualified applicants will receive consideration for employment without regard to sex, race, color, age, national origin, religion, sexual orientation, gender identity, protected veteran status, disability or other protected status. WEX promotes a drug-free workplace. Qualified individuals with a disability have the right to request a reasonable accommodation. If you require a reasonable accommodation as a result of your disability at any point in the job application process, please submit your request through our Reasonable Accommodation Request Form. This form is for accommodation requests only and cannot be used to inquire about the status of applications.

Responsibilities

The Customer Service Advisor is responsible for delivering exceptional customer experiences through various communication channels while supporting the growth of the customer base. This role involves resolving customer issues, assisting merchants, and contributing to process improvements.