{"id":1940007,"url":"https://alion.io/job/wex-customer-service-advisor-multilingual-mandarincantonese","title":"Customer Service Advisor - Multilingual (Mandarin/Cantonese)","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":15,"ghost_share":0,"stale_share":0.133,"repost_share":0,"time_to_fill_p50_days":17,"computed_at":"2026-11-05T05:54:30Z"}},"role":"Customer Success","role_family":"Customer Success","seniority":null,"employment_type":"full_time","work_mode":"remote","remote_scope":"stated_countries","remote_scope_basis":"board_field","remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Singapore"],"countries":["SG"],"hiring_countries":["SG"],"hiring_countries_total":1,"salary":null,"salary_estimate":null,"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Microsoft Office","optional":false},{"name":"Salesforce","optional":false}],"status":"live","first_seen_at":"2026-09-22T00:00:00Z","employer_posted_date":"2026-09-22","last_verified_at":"2026-11-05T01:47:58Z","board_verified":true,"closed_at":null,"days_open":44,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":44},"description":"Position Summary\nThe Customer Service Advisor (Multilingual) serves as the frontline brand ambassador for WEX across the Asia-Pacific region, driving customer satisfaction and retention for our Fuel Card and payment solutions business. Operating out of Singapore, you will deliver exceptional multi-channel support (phone, email, messaging) in English, Mandarin, and Cantonese, while actively identifying opportunities for operational improvement and business growth. \nThe position requires availability to work rotating shift schedules Mon - Fri within the operational hours (8:45 AM - 6:00 PM local time). You must also be available to work on public holidays as needed to support business operations.\nKey Responsibilities & Duties\nCustomer & Merchant Support: Deliver end-to-end resolution for inquiries regarding fleet accounts, payment processing, manual vouchers, and transaction disputes. Aim for First-Contact Resolution (FCR) while maintaining precise CRM data entry for account updates, cancellations, and card reissues.\nAccount Servicing & Onboarding: Guide new business clients through the initial setup process, verifying documentation and providing platform walkthroughs to ensure smooth onboarding and early card activation.\nIssue Resolution & Collaboration: Liaise with IT, Credit/Collections, and Regional Sales teams to troubleshoot complex billing, technical, or service issues promptly, serving as the client's internal advocate.\nRisk & Fraud Mitigation: Monitor account activity for unusual transaction patterns or drive-off incidents, escalating suspected fraudulent behavior immediately in accordance with security protocols.\nBusiness Growth: Identify customer cross-sell opportunities, advocate WEX product capabilities, and route qualified leads to the Sales and Leadership teams.\nVoice of Customer (VoC) Feedback: Collate recurring client pain points and feature requests during daily interactions, reporting trends to management to help shape future product offerings and regional service strategies.\nProcess Excellence: Adhere to regional compliance guidelines, security standards, and internal SOPs. Proactively identify operational bottlenecks and submit at least one process improvement initiative per quarter.\nInclusive Team Culture: Actively contribute to an equitable, high-performing team environment by sharing best practices, supporting peer onboarding, and participating in ongoing training modules.\nKey Performance Indicators (KPIs) \nSLA adherence (Service Level, Response Times, Abandonment Rates)\nFirst-Contact Resolution (FCR) rate and high Customer Satisfaction (CSAT) scores\nCRM data entry accuracy (Zero-defect target for critical account updates)\nQualified lead submission targets\nOn-time completion of mandatory training and compliance matrices\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\nLanguages: Native or professional fluency in English, Mandarin, and Cantonese (written and spoken) to support APAC regional clients.\nExperience: Contact center or frontline customer service experience, ideally within Financial Services, Payments, FinTech, or Fleet Services.\n Technical Skills: Proficiency in CRM platforms (e.g., Salesforce), ticketing systems, and basic Microsoft Office applications.\nCore Skills: Strong analytical problem-solving skills, high emotional intelligence, resilience in high-volume environments, and keen attention to detail.\n Eligibility: Must hold valid work authorization for Singapore.","description_format":"text","description_chars":3648,"description_truncated":false,"requirements":{"experience_years_min":null,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[{"language":"English","level":"Advanced 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