Customer Service Advisor

Actively promotes the WEX products

Actively seeks to reduce attrition.

Forwards leads to Team Leader or Manager

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.

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%

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.

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.

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