- Singapore
WEX Hiring! Full Time Customer Service Advisor - Multilingual (Mandarin-Cantonese) in - Ricebowl
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Job Description
Responsibilities
Position Summary
The 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.
The 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.
Key Responsibilities & Duties
Customer & 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.
Account 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.
Issue 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.
Risk & Fraud Mitigation: Monitor account activity for unusual transaction patterns or drive-off incidents, escalating suspected fraudulent behavior immediately in accordance with security protocols.
Business Growth: Identify customer cross-sell opportunities, advocate WEX product capabilities, and route qualified leads to the Sales and Leadership teams.
Voice 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.
Process 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.
Inclusive Team Culture: Actively contribute to an equitable, high-performing team environment by sharing best practices, supporting peer onboarding, and participating in ongoing training modules.
Key Performance Indicators (KPIs)
Collaborates with cross-functional teams including IT, sales, and credit teams to ensure comprehensive resolution of customer issues and contribute to continuous service improvement
Required Skills And Qualifications
The 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.
The 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.
Key Responsibilities & Duties
Customer & 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.
Account 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.
Issue 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.
Risk & Fraud Mitigation: Monitor account activity for unusual transaction patterns or drive-off incidents, escalating suspected fraudulent behavior immediately in accordance with security protocols.
Business Growth: Identify customer cross-sell opportunities, advocate WEX product capabilities, and route qualified leads to the Sales and Leadership teams.
Voice 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.
Process 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.
Inclusive Team Culture: Actively contribute to an equitable, high-performing team environment by sharing best practices, supporting peer onboarding, and participating in ongoing training modules.
Key Performance Indicators (KPIs)
- SLA adherence (Service Level, Response Times, Abandonment Rates)
- First-Contact Resolution (FCR) rate and high Customer Satisfaction (CSAT) scores
- CRM data entry accuracy (Zero-defect target for critical account updates)
- Qualified lead submission targets
- On-time completion of mandatory training and compliance matrices
Collaborates with cross-functional teams including IT, sales, and credit teams to ensure comprehensive resolution of customer issues and contribute to continuous service improvement
Required Skills And Qualifications
- Languages: Native or professional fluency in English, Mandarin, and Cantonese (written and spoken) to support APAC regional clients.
- Experience: Contact center or frontline customer service experience, ideally within Financial Services, Payments, FinTech, or Fleet Services.
- Technical Skills: Proficiency in CRM platforms (e.g., Salesforce), ticketing systems, and basic Microsoft Office applications.
- Core Skills: Strong analytical problem-solving skills, high emotional intelligence, resilience in high-volume environments, and keen attention to detail.
- Eligibility: Must hold valid work authorization for Singapore.
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