About this role
Job Description
Business Title Customer Service Advisor Job Profile Customer Service Advisor 2 Line of Business Mobility Department Customer Operations Reports to Team Leader - Customer Service Position Status (Full Time/Part Time) Full Time Job Location Melbourne Management Level/ Job Category IC STIP Target % / Commission 5% Number of Direct Reports / Indirect Reports 0 Revenue/ Budget / Accountability 0 Travel/Overtime Requirements 0 Prepared by and Date HR to fill (AU B, F & I Award Level) Level 3
Position Summary
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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