Customer Service Advisor

Job Overview

Join WEX Australia as a Customer Service Advisor where you will play a vital role in maintaining the company's premier status in customer service by ensuring queries are resolved effectively on the first contact. You will be part of a supportive team prioritizing customer satisfaction and delivering exceptional service aligned with satisfaction targets.

This permanent role involves working Monday through Friday on a rotating schedule between 8:45am and 8:00pm, including public holiday shifts. The successful candidate will contribute actively to fostering an inclusive, respectful, and equitable workplace that values collaboration, diverse perspectives, and innovation.

Key Responsibilities

• Handle customer communications through phone and written correspondence regarding account and transaction inquiries.
• Resolve customer queries at first contact whenever possible.
• Address and escalate billing or service complaints appropriately.
• Inform customers about procedures, pricing, and any applicable restrictions.
• Manage customer accounts by cancelling or reissuing accounts as necessary.
• Maintain accurate records in the card management system in compliance with the Privacy Act.
• Engage proactively in quality improvement initiatives and other assigned duties.
• Stay updated on service policies and provide constructive feedback for ongoing enhancements.
• Collaborate with team leaders to improve team performance and service standards.
• Adapt to and efficiently use new systems and processes.

Candidate Profile

• Motivated to be a valued contributor in a growing, successful company environment.
• Excellent interpersonal skills with strong commercial insight.
• Demonstrated ability to deliver customer-focused solutions.
• Capability to manage challenging conversations while maintaining personal wellbeing.
• Clear and confident verbal and written communication skills suitable for diverse audiences.
• Ability to thrive under pressure in a fast-paced, structured workspace.

Preferred Technical Skills

• Experience with Salesforce CRM platform.
• Familiarity with Gmail and Google Workspace applications.