Join WEX Australia and play a crucial role in maintaining our market-leading reputation for customer service excellence. As a Customer Service Advisor, you will be the primary point of contact for our customers, focusing on first-time query resolution and delivering outstanding service experiences. You will contribute fresh perspectives and innovative ideas to support team and organizational goals
Working within a collaborative, supportive, and customer-first team environment, you will actively contribute to achieving team satisfaction targets while helping foster an inclusive, equitable, and respectful workplace culture. We have a permanent position available working Monday to Friday between (8:45am – 8:00pm) on a rotating roster, with work on public holidays.
Key Relationships
Key Responsibilities & Duties
Customer Support
Provide exceptional customer service by addressing and resolving customer inquiries efficiently at first contact .
Reviews complaints concerning billing or service rendered and escalates as required
Educate customers regarding procedures, costs and restrictions.
Cancel, reissue and maintain customer accounts as required.
Maintains accurate records and associated documentation within the card management system.
Adhere fully to the Privacy Act.
Actively participate in work and quality improvement programs.
Consistently meet and exceed customer satisfaction and service level targets
Customer Based Growth
Actively promotes the WEX products
Actively seeks to reduce attrition.
Forwards leads to Team Leader or Manager
Teamwork
Keep abreast of the Customer Services roster and ensure conflicts are raised immediately.
Keep up to date on Customer Services Policies and Procedures.
Provides feedback on training and raises issues as required.
Works with the Customer Service Team Leader to continually improve performance.
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.
Required Skills and Qualifications
The position requires a motivated individual who wants to be part of a growing and successful company where individual and team contribution will be valued. Strong interpersonal skills and commercial acumen are a must along with a proven track record in delivering customer solutions.
To be successful in this role you will need to have
Strong customer focus - you will consistently provide a great customer experience and be confident in a phone-based role
You have personal resilience - you will be someone who can manage challenging conversations with the help of the tools we provide and have the skill set to manage your own wellbeing.
You have clear verbal and written communication - you will be confident communicating with a diverse range of people from all different walks of life.
You are adaptable and can work under pressure - this is a fast-paced role, you will be comfortable working in a busy environment and be flexible to adapt to changes throughout your day.
You can work in a structured environment - your days will be scheduled and structured so that we can meet the needs of our customers, you will be comfortable working in this way
Strong capability to resolve customer queries accurately on first contact.
Flexibility to work shifts between 8:45 AM and 8:00 PM (Monday to Friday) and on public holidays as required by the roster.
Experience with the following technologies is desirable:
