Customer Service Advisor at WEX in Melbourne, Australia

Job description

• 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 is a permanent position available working Monday to Friday between (8:45am – 8:00pm) on a rotating roster, with work on public holidays.

Responsibilities

• Customer Support
• Answer inbound inquiries efficiently and effectively, resolving customer issues at the first point of contact.
• Deliver exceptional customer service to a diverse customer base across select programs of work.
• 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.
• Maintain accurate records and associated documentation within the card management system.
• Process Management and Improvement
• Identify recurring patterns or pain points in service requests and suggest ideas to improve workflows and the overall customer experience.
• Adhere to company and partner policies and procedures
• Teamwork
• Liaise with internal teams e.g. Credit, Collections and Merchant Services Team for issue resolution.
• Participate in team meetings and training sessions.
• Collaborate with colleagues to achieve team goals and share best practices.

Requirements

• 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 the below experience is most desirable:
• Experience working within a high-volume BPO or corporate call center environment, or comparable customer service experience in a hospitality/retail environment.
• Strong understanding of KPIs, ideally with call center metrics (such as AHT, FCR, and Adherence) and a disciplined commitment to roster compliance and mandatory in-office schedules.
• Analytical skills with a proactive approach to identifying and implementing first contact 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.
• Strong 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.
• Flexibility to work shifts between 8:45 AM and 8:00 PM (Monday to Friday) and on public holidays as required by the roster.
• Salesforce
• Gmail and Google Workspace

Skills

Required

• Strong interpersonal skills
• Commercial acumen
• Analytical skills
• Strong personal resilience

Preferred

• Experience with Salesforce