Customer Service Advisor

Job Description

Position Summary

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 Customers

• Partners

• Support functions (Finance, Credit, Merchants and Customer Service Teams

• Team leaders

Key Responsibilities & Duties

Customer Support

• Provide exceptional customer service by addressing and resolving customer inquiries efficiently at first contact .

• Review 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.

• Maintain 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.

• Provide feedback on training and raise issues as required.

• Work 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.

KPI’s:

• Attendance records in accordance with the WEX Employee Handbook.

• Training up to date for all tasks identified on Training Matrix.

• Active and timely participation in the review process.

• Ensures policies and procedures used as a point of reference are current at all times & provide feedback when required. 

• Remarks recorded after interaction

• Call monitoring results are within agreed service levels of 80%.

• Average Handle Time is less than 300 seconds

• Ensure call abandon rate remains less than 2%

• Not ready status should be no greater than 5%

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:

• Salesforce

• Gmail and Google Workspace

WEX Leadership Expectations 

• Building Bridges to Win

• Be a Talent Multiplier

• Inspire High Standards While Showing We Care

• Shape Our Markets and Adapt to Rapid Change