Multilingual Fuel Card Support Specialist (Australia)

WEX; Western Australia; On-site; AUD 50,000 - 70,000; Full time

Job summary

WEX is seeking a multilingual Customer Service Advisor in Australia to support and grow the customer base and fuel card businesses. You will handle inquiries via phone, email, and mail, delivering exceptional experiences while contributing to KPIs and process improvements.

The role emphasizes collaboration, continuous improvement, and the ability to work across teams, with responsibilities in merchant and data entry tasks, issue resolution, and a proactive approach to service excellence.

Qualifications

• Excellent customer service, verbal and written communication skills.
• Resilience under pressure while maintaining positivity in high-volume situations.
• Active listening and problem-solving abilities.
• Proficiency in relevant CRM and software.
• Experience in a call center 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.
• Review complaints concerning billing or service rendered and escalate as required.
• Actively promotes the WEX products and forwards leads to Team Leader or Manager.
• Identify and troubleshoot customer and merchant problems.
• Liaise with IT and Credit/Collection Team for issue resolution.
• Maintain accurate records and anticipate potential issues to ensure customer satisfaction.
• Adhere to company and partner policies and procedures.
• Contribute to process improvement initiatives and adapt quickly to new technologies and system updates.
• Collaborate with colleagues to achieve team goals and share best practices.
• Participate in team meetings and training sessions.
• Assist Team Lead when required.
• 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.

Skills

Customer service

Verbal communication

Written communication

Resilience

Active listening

Problem solving

CRM software

Attention to detail

Team collaboration

Multitasking

Growth mindset

Autonomy

Tools

CRM software

Job description

WEX is seeking a multilingual Customer Service Advisor in Australia to support and grow the customer base and fuel card businesses. You will handle inquiries via phone, email, and mail, delivering exceptional experiences while contributing to KPIs and process improvements.

The role emphasizes collaboration, continuous improvement, and the ability to work across teams, with responsibilities in merchant and data entry tasks, issue resolution, and a proactive approach to service excellence.