Customer Service Advisor

3 weeks ago

Melbourne, Victoria, Australia WEX Full time
Overview

Are you passionate about delivering exceptional customer service? Do you thrive in a fast-paced, supportive team environment? At WEX, we're looking for a Customer Services Advisor to join our dynamic team and help power our fuel card and payments solutions across Australia. As a key member of our Customer Service team, you'll play an important role in supporting our account and cardholders — ensuring every interaction is handled with care, clarity, and confidence. As a Customer Services Advisor, you'll play a pivotal role in supporting and strengthening our customer relationships.

Responsibilities
  • Responding to customer inquiries via phone, email, fax, or mail — resolving queries with professionalism and care
  • Delivering first-contact resolution wherever possible, or escalating issues quickly when needed
  • Maintaining accurate and up-to-date customer records in our card management and CRM systems
  • Managing billing or service-related complaints and following up to ensure satisfactory outcomes
  • Supporting account maintenance including card cancellations, reissues, and updates
  • Educating customers on procedures, product benefits, costs, and usage policies
  • Promoting WEX products and proactively identifying opportunities to reduce customer churn
  • Logging competitor insights and customer feedback to support product improvement
  • Participating in continuous improvement initiatives to enhance team processes and service delivery
  • Meeting individual and team KPIs, including call quality, resolution time, and customer satisfaction
What We're Looking For

We're seeking someone who brings energy, empathy, and a commitment to delivering exceptional service. You'll thrive in this role if you have:

  • A strong customer focus – consistently delivering outstanding experiences across all communication channels
  • Clear and confident communication skills – both written and verbal, tailored to diverse audiences
  • Resilience and self-awareness – able to manage challenging conversations and support your own wellbeing
  • Adaptability in a fast-paced environment – comfortable with change and able to multitask effectively
  • Attention to detail – accurate in handling customer data and following procedures
  • Team-oriented mindset – collaborative, positive, and committed to shared success
  • Comfort working in a structured, metrics-driven environment – with goals tied to service levels, call handling, and quality
Bonus Skills (Not Required But Great To Have)
  • Experience with Salesforce, Google Workspace, and the Microsoft Office Suite
  • Previous experience in a call centre, customer service, or shared services environment
  • A continuous improvement mindset – always looking for ways to enhance service quality or team processes

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