Customer Service Advisor

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

• 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

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