{"id":4065464,"url":"https://alion.io/job/wex-customer-service-advisor-multilingual-2","title":"Customer Service Advisor - Multilingual","company":{"id":2019,"name":"WEX","domain":"wexinc.com","url":"https://alion.io/company/wex","size_band":"1001-5000","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Workday","truth_index":{"grade":"A","score":100,"open_postings":19,"ghost_share":0,"stale_share":0.105,"repost_share":0.053,"time_to_fill_p50_days":18,"computed_at":"2026-11-11T05:49:22Z"}},"role":"Customer Success","role_family":"Customer Success","seniority":null,"employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Melbourne, Australia"],"countries":["AU"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":null,"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[],"status":"live","first_seen_at":"2026-11-11T11:06:24Z","employer_posted_date":"2026-11-11","last_verified_at":"2026-11-11T11:06:24Z","board_verified":true,"closed_at":null,"days_open":0,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":0},"description":"Position Summary\nThe Customer Service Advisor - Multilingual (English, Cantonese and Mandarin) is responsible for supporting and growing the WEX Customer Base and Fuel Card businesses across Australia. As a frontline representative, you will deliver exceptional customer experiences through phone, email, and mail while contributing to team KPIs and process improvements\nThe Customer Service Advisor will contribute to creating an inclusive, equitable, and respectful workplace environment. This role plays a key part in ensuring that all individuals feel valued and empowered. By fostering collaboration, innovation, and diverse perspectives, this position supports the broader goals of the organization. We encourage a mindset of continuous improvement, where team members are proactive in identifying process inefficiencies and proposing solutions that enhance customer experience and operational efficiency\nKey Responsibilities & Duties\nCustomer Support:\nRespond promptly to customer inquiries via phone and email.\nProvide accurate and helpful information to customers.\nResolve customer issues efficiently and effectively.\nMaintain a positive and professional demeanor at all times.\nFirst time resolution of all queries.\nPerform accurate data entry for account maintenance, cancellations, and reissues\nMerchant Support:\nAssist merchants with drive offs and transaction related issues \nProvide technical support and process manual vouchers in a timely manner\nProcess manual vouchers in a timely and accurate manner. \nReviews complaints concerning billing or service rendered and escalates as required\nCustomer Base Growth\nActively promotes the WEX products \nForwards leads to Team Leader or Manager\nProblem-Solving & Attention to Detail:\nIdentify and troubleshoot customer and merchant problems.\nLiaise with IT and Credit/Collection Team for issue resolution.\nMaintain accurate records and anticipate potential issues to ensure customer satisfaction.\nProcess Management:\nAdhere to company and partner policies and procedures.\nContribute to process improvement initiatives and adapt quickly to new technologies and system updates.\nTeamwork:\nCollaborate with colleagues to achieve team goals and share best practices. \nParticipate in team meetings and training sessions.\nAssist Team Lead when required.\nActive and positive participation in the improvement of new and existing procedures.\nAbility to develop strong working knowledge of new systems.\nEnsures all service standards are met.\nKey Performance Indicators (KPIs) \nMaintain grade of Service.\nRecord opportunities for cross-promotion of WEX products.\nEnsure attendance and training records meet company standards.\nProvide at least one process or quality improvement suggestion per quarter.\nAnswer all calls and emails presented\nTraining up to date for all tasks identified on Training Matrix.\nActive and timely participation in the review process.\nEnsures zero errors in data entry and compliance with internal policies, contributing to overall operational accuracy and reliability\nKey Relationships:\nCollaborates with cross-functional teams including IT, sales, and credit teams to ensure comprehensive resolution of customer issues and contribute to continuous service improvement\nRequired Skills and Qualifications\nExcellent customer service, verbal, and written communication skills.\nResilience under pressure, maintaining positivity in high-volume situations.\nActive listening and problem-solving abilities.\nProficiency in relevant CRM and software.\nExperience in a call center environment and knowledge of payment processing and financial services.\nFluency in Cantonese, Mandarin, and English.\nProblem-solving and analytical skills. \nCompetencies required to perform the role\nAbility to multitask and prioritize tasks effectively.\nCan-Do attitude with a growth mindset.\nAbility to work autonomously and as part of a team\nCollaborates and builds relationships quickly. The ability to work well with others, sharing and leveraging information and relationships\nCustomer focus.\nWEX Leadership Expectations and Competencies\nBuilding Bridges to Win\nBe a Talent Multiplier\nInspire High Standards While Showing We Care\nShape Our Markets and Adapt to Rapid Change","description_format":"text","description_chars":4218,"description_truncated":false,"requirements":{"experience_years_min":null,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":{"level":"phd","optional":false},"security_clearance":false,"languages":[{"language":"English","level":"All levels","optional":false}]},"benefits":[],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["Fleet Management","Cards & Card Issuing","Payment Processing & Gateways"],"lifecycle":[{"event":"open","at":"2026-11-11T11:06:24Z"}],"visa":[],"liveness":{"score":86,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.86,"p_room":1,"age_days":0,"expected_fill_days":18,"reasons":["conf:4","win:early","comp:brand"],"computed_at":"2026-11-11T16:05:43Z"},"pay":null,"html_url":"https://alion.io/job/wex-customer-service-advisor-multilingual-2","json_url":"https://alion.io/job/wex-customer-service-advisor-multilingual-2.json","meta":{"generated_at":"2026-11-11T16:05:43Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":30265,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-11-12T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.1,"usd":0.01,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":2019},"rest":"https://alion.io/mcp/rest/get_company?id=2019"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fwex-customer-service-advisor-multilingual-2"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":2,"usd":0.2},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fwex-customer-service-advisor-multilingual-2"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.1,"usd":0.01},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fwex-customer-service-advisor-multilingual-2"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/wex-customer-service-advisor-multilingual-2\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fwex-customer-service-advisor-multilingual-2"}],"agent":{"mcp":"https://alion.io/mcp/jobs","mcp_open":"https://alion.io/mcp/open","next":[{"tool":"get_job","arguments":{"id":4065464}},{"tool":"search_jobs","arguments":{"company":"wexinc.com","detail":"compact"}},{"tool":"match_people","arguments":{"job_id":4065464},"note":"people open to offers who fit this vacancy"}],"note":"The same data through MCP tools: https://alion.io/mcp/open needs no sign-in (compact searches, postings, people); https://alion.io/mcp with an Alion account has everything. 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