Customer Service Advisor

Join WEX Australia and play a crucial role in maintaining our market-leading reputation for customer service excellence. As a Customer Service Advisor, you will be the primary point of contact for our customers, focusing on first-time query resolution and delivering outstanding service experiences. You will contribute fresh perspectives and innovative ideas to support team and organizational goals Working within a collaborative, supportive, and customer-first team environment, you will actively contribute to achieving team satisfaction targets while helping foster an inclusive, equitable, and respectful workplace culture.

We have a permanent position available working Monday to Friday between (8:45am – 8:00pm) on a rotating roster, with work on public holidays.

Key Relationships Key Customers Partners Support functions (Finance, Credit, Merchants and Customer Service Teams Team leaders

Key Responsibilities & Duties

• Customer Support Provide exceptional customer service by addressing and resolving customer inquiries efficiently at first contact .
• Reviews complaints concerning billing or service rendered and escalates as required
• Educate customers regarding procedures, costs and restrictions
• Cancel, reissue and maintain customer accounts as required
• Maintains accurate records and associated documentation within the card management system
• Adhere fully to the Privacy Act
• Actively participate in work and quality improvement programs
• Consistently meet and exceed customer satisfaction and service level targets

• Customer Based Growth Actively promotes the WEX products
• Actively seeks to reduce attrition
• Forwards leads to Team Leader or Manager

• Teamwork Keep abreast of the Customer Services roster and ensure conflicts are raised immediately
• Keep up to date on Customer Services Policies and Procedures
• Provides feedback on training and raises issues as required
• Works with the Customer Service Team Leader to continually improve performance
• 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

• The position requires a motivated individual who wants to be part of a growing and successful company where individual and team contribution will be valued
• Strong interpersonal skills and commercial acumen are a must along with a proven track record in delivering customer solutions
• Strong customer focus - you will consistently provide a great customer experience and be confident in a phone-based role
• You have personal resilience - you will be someone who can manage challenging conversations with the help of the tools we provide and have the skill set to manage your own wellbeing
• You have clear verbal and written communication - you will be confident communicating with a diverse range of people from all different walks of life
• You are adaptable and can work under pressure - this is a fast-paced role, you will be comfortable working in a busy environment and be flexible to adapt to changes throughout your day
• You can work in a structured environment - your days will be scheduled and structured so that we can meet the needs of our customers, you will be comfortable working in this way
• Strong capability to resolve customer queries accurately on first contact
• Flexibility to work shifts between 8:45 AM and 8:00 PM (Monday to Friday) and on public holidays as required by the roster
• Experience with the following technologies is desirable: Salesforce Gmail and Google Workspace

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. WEX promotes a drug-free workplace.

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.

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.

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