Multilingual Customer Experience Advisor

WEX Inc.; Western Australia; Hybrid; AUD 50,000 - 70,000; Full time

Job summary

WEX Inc. in Perth, Australia is seeking a multilingual Customer Service Advisor to support and grow our Australian customer base and fuel card business. You will handle inquiries by phone, email, and mail, delivering exceptional service while contributing to KPIs and process improvements.

This role emphasizes inclusivity and teamwork; you will resolve issues, maintain accurate records, assist merchants, and collaborate with IT and finance teams to ensure smooth operations.

Qualifications

• Excellent customer service, verbal and written communication.
• Resilience under pressure in high-volume environments.
• Active listening and problem-solving abilities.
• Proficiency in relevant CRM and software.
• Experience in a call centre environment and knowledge of payment processing and financial services.
• Fluency in Cantonese, Mandarin and English.

Responsibilities

• 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.
• 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.
• Actively promote WEX products and forward leads to Team Leader or Manager.
• Identify and troubleshoot problems, liaise with IT and Credit/Collection for resolution.
• Maintain accurate records and comply with policies; contribute to process improvements.

Skills

Customer service

Verbal communication

Written communication

Active listening

CRM proficiency

Call center

Financial services

Mandarin Cantonese English

Tools

CRM software

Payment processing systems

Job description

WEX Inc. in Perth, Australia is seeking a multilingual Customer Service Advisor to support and grow our Australian customer base and fuel card business. You will handle inquiries by phone, email, and mail, delivering exceptional service while contributing to KPIs and process improvements.

This role emphasizes inclusivity and teamwork; you will resolve issues, maintain accurate records, assist merchants, and collaborate with IT and finance teams to ensure smooth operations.