Customer Service Advisor

WEX; City of Melbourne; On-site; AUD 55,000 - 70,000; Full time

Job summary

WEX Australia is seeking a Customer Service Advisor to be the primary contact for customers, resolving first-time queries with outstanding service.

You will work Monday to Friday, 8:45am–8:00pm on a rotating roster, including public holidays. The role emphasizes a customer-first culture and accurate record-keeping in the card management system, with opportunities to contribute to process improvements.

Qualifications

• Strong interpersonal skills and commercial acumen.
• Proven track record in delivering customer solutions.
• Ability to resolve inquiries at first contact and maintain accurate documentation.

Responsibilities

• Provide exceptional customer service by addressing inquiries at first contact.
• Review and escalate billing or service issues as needed.
• Educate customers on procedures, costs and restrictions.
• Maintain customer accounts and documentation in the card management system.
• Adhere to privacy requirements and participate in quality improvement programs.

Skills

Strong customer focus

Verbal & written communication

Resilience

Adaptability

Structured/work scheduling

First-contact resolution

Team collaboration

Tools

Salesforce

Gmail/GSuite

Job description

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.

To be successful in this role you will need to have

• 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