Multilingual Customer Support Specialist

WEX Inc.; Western Australia; Hybrid; AUD 52,000 - 78,000; Full time

Benefits offered by this job

Comprehensive benefits

Job summary

WEX Inc. - Customer Service Advisor (Multilingual) in Australia provides frontline support across phone, email, and mail, while growing the customer base and fuel card businesses.

You will maintain high service standards, handle data entry, and contribute to process improvements in a collaborative team. Key responsibilities include resolving inquiries, supporting merchants, promoting products, and ensuring accurate records.

Qualifications

• Excellent customer service, verbal and written communication.
• Resilience under pressure in high-volume situations.
• Active listening and problem-solving abilities.
• Proficiency in relevant CRM and software.
• Experience in a call center and knowledge of payment processing.
• Fluency in Cantonese, Mandarin and English.
• Problem-solving and analytical skills.

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.
• 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.
• Process manual vouchers accurately and timely.
• Review billing or service complaints and escalate as required.
• Actively promote WEX products and forward leads to leadership.
• Identify and troubleshoot problems, liaise with IT and Credit/Collection.
• Maintain accurate records and anticipate potential issues.
• Adhere to policies and contribute to process improvements.
• Collaborate with colleagues and participate in training sessions.

Skills

Customer service

Verbal communication

Written communication

Active listening

CRM software

Call center experience

Cantonese

Mandarin

English

Job description

WEX Inc. - Customer Service Advisor (Multilingual) in Australia provides frontline support across phone, email, and mail, while growing the customer base and fuel card businesses.

You will maintain high service standards, handle data entry, and contribute to process improvements in a collaborative team. Key responsibilities include resolving inquiries, supporting merchants, promoting products, and ensuring accurate records.