Job FocusAre 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/tasksResponding to customer inquiries via phone, email, fax, or mail—resolving queries with professionalism and careDelivering first-contact resolution wherever possible, or escalating issues quickly when neededMaintaining accurate and up-to-date customer records in our card management and CRM systemsManaging billing or service-related complaints and following up to ensure satisfactory outcomesSupporting account maintenance including card cancellations, reissues, and updatesEducating customers on procedures, product benefits, costs, and usage policiesPromoting WEX products and proactively identifying opportunities to reduce customer churnLogging competitor insights and customer feedback to support product improvementParticipating in continuous improvement initiatives to enhance team processes and service deliveryMeeting individual and team KPIs, including call quality, resolution time, and customer satisfactionWhat We’re Looking ForWe’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 channelsClear and confident communication skills – both written and verbal, tailored to diverse audiencesResilience and self-awareness – able to manage challenging conversations and support your own wellbeingAdaptability in a fast-paced environment – comfortable with change and able to multitask effectivelyAttention to detail – accurate in handling customer data and following proceduresTeam-oriented mindset – collaborative, positive, and committed to shared successComfort working in a structured, metrics-driven environment – with goals tied to service levels, call handling, and qualityBonus Skills (Not Required but Great to Have)Experience with Salesforce, Google Workspace, and the Microsoft Office SuitePrevious experience in a call centre, customer service, or shared services environmentA continuous improvement mindset – always looking for ways to enhance service quality or team processes
