Customer Service Advisor — First-Contact Resolution

WEX; Victoria; On-site; AUD 55,000 - 75,000; Full time

Job summary

WEX Australia is seeking a Customer Service Advisor to join our high-volume call center. You will provide high-quality phone support, resolve customer issues at first contact, and maintain accurate records in our systems.

You will operate on a rotating roster, Monday to Friday, with shifts across 8:45 AM to 8:00 PM and attend to public holidays as required. Strong KPI focus and collaboration with teams will ensure customer satisfaction and loyalty.

Qualifications

• Experience in a high-volume call center or similar customer service environment.
• Strong understanding of KPIs (AHT, FCR) and roster adherence.
• Excellent communication and problem-solving skills.

Responsibilities

• Answer inbound inquiries, resolve issues at first contact.
• Provide high-quality phone support to diverse customers.
• Maintain records in card management systems and comply with procedures.
• Collaborate with internal teams for issue resolution.

Skills

Call center

Customer service

First contact resolution

Roster adherence

Salesforce

Tools

Salesforce

Gmail/Google Workspace

Genesys

Microsoft Office

Job description

WEX Australia is seeking a Customer Service Advisor to join our high-volume call center. You will provide high-quality phone support, resolve customer issues at first contact, and maintain accurate records in our systems.

You will operate on a rotating roster, Monday to Friday, with shifts across 8:45 AM to 8:00 PM and attend to public holidays as required. Strong KPI focus and collaboration with teams will ensure customer satisfaction and loyalty.