Customer Service Advisor

4 days ago

Melbourne, Australia WEX Inc. Full time

Job Focus

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.

**Job Responsibilities/tasks**
- 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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