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

Bonus Skills (Not Required But Great To Have)

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