Customer Service Advisor

Job Focus

You will contribute to WEX Australia's continued reputation in the market as leaders in customer service by ensuring the first time resolution of any customer queries.

As part of a strong and supportive team that puts our customers first, you’ll deliver an exceptional level of customer service as well as reaching customer satisfaction targets.

We have multiple positions available working Monday to Friday between (8:30am – 8:00pm) on a rotating roster, with the earliest shift starting at 8:45 and the latest shift starting at 12:45 (during daylight savings). with work on public holidays.

The Customer Service Advisor will contribute to creating an inclusive, equitable, and respectful workplace environment. This role plays a key part in ensuring that all individuals feel valued and empowered. By fostering collaboration, innovation, and diverse perspectives, this position supports the broader goals of the organization.
 

Key Responsibilities & Duties

Customer Support

• Communicate with customers verbally via telephone calls and in writing (Fax/Email/Physical Mail) regarding account/transaction queries.

• First time resolution of all queries.

• Reviews complaints concerning billing or service rendered and escalates as required

• Educates customers regarding procedures, costs and restrictions.

• Cancels, reissues and maintains customer accounts as required.

• Maintains accurate records and associated documentation within the card management system. 

• Adheres fully to the Privacy Act.

• Actively participates in work and quality improvement programs.

• Other duties as requested.

Teamwork

• Keeps abreast of Client Services roster and ensures conflicts are raised immediately.

• Keeps up to date on Client Services Policies and Procedures.

• Provides feedback on training and raises issues as required.

• Works with the Client 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

Experience with the following technologies is desirable:

• Microsoft Office Suite (Word, PowerPoint, MS Project, Visio and Excel.)

• Salesforce

• Gmail and Google Workspace