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 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