Customer Service Advisor
15 hours ago
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
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
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
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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