Customer Service Advisor - Multilingual
客户服务顾问多语言负责支持和发展澳大利亚各地的 WEX 客户基地和燃料卡业务。作为一线代表，你将通过电话，电子邮件和邮件提供卓越的客户体验，同时为团队 KPI 和流程改进做出贡献。我们鼓励持续改善的思维方式，团队成员积极地识别过程效率低下并提出解决方案来提高客户体验和运营效率。关键职责 客户支持 ●通过电话和电子邮件迅速响应客户询问。●向客户提供准确且有用的信息。●有效地解决客户问题。●始终保持积极和专业态度。●第一次处理所有查询。●执行对帐户维护，取消和重新发布的数据输入。● 协助商人处理转账和交易相关问题 ● 及时提供技术支持，并处理手动券。● 及時准确地处理手动凭证。● 对有关支付或服务的投诉进行审查，根据需要加剧客户群增长。●积极促进 WEX 产品。● 前进导致团队领导者解决问题与关注细节。●识别和纠正客户和商人的问题。● 与 IT 和信用/收藏团队联系以解决问题的情况。●保持精确记录，预测潜在的问题以确保客户满意度。过程管理：● 遵守公司和合作伙伴的政策和程序。● 促进改进计划，并迅速适应新技术和系统更新。团队工作：● 与同事合作实现团队目标，分享最佳实践。● 参加团队会议和培训会。● 在需要时协助团队领导。●积极参与改善新的和现有的程序。● 有能力发展对新系统的强大的实操了解。●确保所有服务标准都得到满足。技能，
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The Customer Service Advisor – Multilingual 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
The 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.
Essential Duties and Responsibilities
Customer Support
● Respond promptly to customer inquiries via phone and email.
● Provide accurate and helpful information to customers.
● Resolve customer issues efficiently and effectively.
● Maintain a positive and professional demeanor at all times.
● First time resolution of all queries.
● Perform accurate data entry for account maintenance, cancellations, and reissues
Merchant Support
● Assist merchants with drive offs and transaction related issues
● Provide technical support and process manual vouchers in a timely manner
● Process manual vouchers in a timely and accurate manner.
● Reviews complaints concerning billing or service rendered and escalates as required
Customer Base Growth
● Actively promotes the WEX products
● Forwards leads to Team Leader or Manager
Problem-Solving & Attention to Detail
● Identify and troubleshoot customer and merchant problems.
● Liaise with IT and Credit/Collection Team for issue resolution.
● Maintain accurate records and anticipate potential issues to ensure customer satisfaction.
Process Management:
● Adhere to company and partner policies and procedures.
● Contribute to process improvement initiatives and adapt quickly to new technologies and system updates.
Teamwork:
● Collaborate with colleagues to achieve team goals and share best practices.
● Participate in team meetings and training sessions.
● Assist Team Lead when required.
● 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.
Skills, Experience and Qualifications
- Excellent customer service, verbal, and written communication skills.
- Resilience under pressure, maintaining positivity in high-volume situations.
- Active listening and problem-solving abilities.
- Proficiency in relevant CRM and software.
- Experience in a call center environment and knowledge of payment processing and
- financial services.
- Fluency in Cantonese, Mandarin, and English.
- Problem-solving and analytical skills.
- Competencies required to perform the role
- Ability to multitask and prioritize tasks effectively.
- Can-Do attitude with a growth mindset.
- Ability to work autonomously and as part of a team
- Collaborates and builds relationships quickly. The ability to work well with others,
- sharing and leveraging information and relationships
- Customer focus.
Originally posted on Himalayas