Customer Service Advisor – Multilingual, Mandarin/Cantonese

This is a fully remote position, open to applicants in Singapore.

📋 Description

• Provide comprehensive support to customers and merchants for fleet accounts, payment processing, manual vouchers, and transaction disputes.

• Address inquiries via phone, email, and messaging channels with a focus on achieving First-Contact Resolution.

• Ensure accurate CRM data entry for account updates, cancellations, and card reissues.

• Assist new business clients with setup, documentation verification, platform navigation, onboarding, and initial card activation.

• Collaborate with IT, Credit/Collections, and Regional Sales teams to address billing, technical, and service-related issues.

• Monitor account activities for unusual transaction patterns and drive-off incidents, escalating any suspected fraud.

• Identify opportunities for cross-selling, promote WEX products, and direct qualified leads to Sales and Leadership.

• Gather customer pain points and feature requests, reporting trends to management.

• Adhere to regional compliance guidelines, security standards, and internal SOPs.

• Recognize operational bottlenecks and propose at least one process improvement initiative each quarter.

• Share best practices, assist with peer onboarding, and engage in ongoing training.

• Achieve KPIs for SLA compliance, First-Contact Resolution, CSAT, CRM accuracy, qualified lead submissions, and completion of mandatory training.

• Work collaboratively with cross-functional IT, sales, and credit teams to resolve customer issues and enhance service delivery.

⛳️ Requirements

• Native or professional proficiency in English, Mandarin, and Cantonese, both written and spoken.

• Experience in a contact center or frontline customer service role, preferably in Financial Services, Payments, FinTech, or Fleet Services.

• Proficient in CRM platforms such as Salesforce.

• Experienced in ticketing systems.

• Basic proficiency in Microsoft Office.

• Strong analytical and problem-solving abilities.

• High level of emotional intelligence.

• Ability to thrive in high-volume environments.

• Exceptional attention to detail.

• Must possess valid work authorization for Singapore.

🏝️ Benefits

• Rotating shift schedules from Monday to Friday within operational hours (8:45 AM–6:00 PM local time).

• Required public holiday work to support business operations as needed.

• Access to ongoing training modules.

• A collaborative and high-performing team environment.

• Opportunity to engage in process improvement initiatives.