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

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