Customer Service Advisor - Multilingual

This role is a critical position within our high-volume Call Center environment. As a Customer Service Advisor, you will contribute to WEX's reputation as a market leader by ensuring first-time resolution of customer queries. You will be part of a strong, supportive team that puts our
customers first to deliver an exceptional level of service and meet customer satisfaction targets.

This frontline position will spend its day connecting directly with our customers providing high-quality phone support in a fast-paced, live-queue environment. We are looking for team members who enjoy staying busy and are comfortable handling inbound calls throughout their shift. To ensure we meet our service commitments to our customers, this role relies on structured scheduling and reliable attendance. You’ll work as part of a coordinated team on a rotating roster, with shifts and breaks clearly planned in advance to help you balance work and life while keeping our operations running smoothly.

This role works business days across Australia, Guam, Saipan, Singapore and Hong Kong, and work hours to align to these countries, 8.30 - 5.06pm, 11.45 - 8.00pm and 12.45 - 9.00pm during daylight savings. This role also works Australian public holidays.

Key Responsibilities/Duties

Frontline Multilingual Customer Support
● Answer inbound inquiries efficiently and effectively, resolving customer issues at the first point of contact.
● Deliver exceptional, culturally nuanced customer service to a diverse customer base across APAC in the required languages for the BPO programs.
● Solve complex customer requests by utilising in-depth knowledge of WEX customers, products, and services.
● Maintain high metrics in schedule adhesion, availability, and wrap-up times, ensuring consistent coverage during operational hours.
● Take ownership and accountability for driving customer-centric resolutions to ensure high customer satisfaction and loyalty.

Process Management and Improvement
● Identify recurring patterns or pain points in service requests and suggest ideas to improve workflows and the overall customer experience.
● Document solutions, best practices, and FAQs to contribute to the team& internal knowledge base.
● Adhere to company and partner policies and procedures

Teamwork and Stakeholder Management
● Liaise with IT and Credit/Collections Team for issue resolution

● Participate in team meetings and trainings sessions
● Collaborate with colleagues to achieve team goals and share best practices

Required Skills and Qualifications
● Experience working within a high-volume BPO or corporate call center environment.
● Native or professional-level multilingual capabilities in Cantonese, Mandarin and English (written and verbal) tailored to the regional requirements of the BPO programs.
● Strong understanding of call center metrics (such as AHT, FCR, and Adherence) and a disciplined commitment to roster compliance and mandatory in-office schedules.
● Excellent analytical skills with a proactive approach to identifying and implementing solutions for customers.
● Outstanding written and verbal communication skills with the ability to build quick rapport with customers.
● Passionate about delivering exceptional customer service and exceeding customer expectations.
● Ability to adapt quickly to changing priorities and handle tasks effectively in a fast-paced environment.
● Proficiency or familiarity with Salesforce, Genesys, Gmail/Google Workspace, and the Microsoft Office Suite.