Customer Service Advisor – Multilingual, Mandarin/Cantonese

• Deliver end-to-end customer and merchant support for fleet accounts, payment processing, manual vouchers, and transaction disputes
• Resolve inquiries across phone, email, and messaging channels while aiming for First-Contact Resolution
• Maintain precise CRM data entry for account updates, cancellations, and card reissues
• Guide new business clients through setup, documentation verification, platform walkthroughs, onboarding, and early card activation
• Liaise with IT, Credit/Collections, and Regional Sales teams to resolve billing, technical, and service issues
• Monitor account activity for unusual transaction patterns and drive-off incidents; escalate suspected fraud
• Identify cross-sell opportunities, advocate WEX products, and route qualified leads to Sales and Leadership
• Collect customer pain points and feature requests and report trends to management
• Follow regional compliance guidelines, security standards, and internal SOPs
• Identify operational bottlenecks and submit at least one process improvement initiative per quarter
• Share best practices, support peer onboarding, and participate in ongoing training
• Meet KPIs for SLA adherence, First-Contact Resolution, CSAT, CRM accuracy, qualified lead submissions, and mandatory training completion
• Collaborate with cross-functional IT, sales, and credit teams to resolve customer issues and improve service

• Native or professional fluency in English, Mandarin, and Cantonese, written and spoken
• Contact center or frontline customer service experience, ideally within Financial Services, Payments, FinTech, or Fleet Services
• Proficiency in CRM platforms such as Salesforce
• Proficiency in ticketing systems
• Basic Microsoft Office proficiency
• Strong analytical problem-solving skills
• High emotional intelligence
• Resilience in high-volume environments
• Keen attention to detail
• Must hold valid work authorization for Singapore

• Rotating shift schedules Monday–Friday within operational hours (8:45 AM–6:00 PM local time)
• Public holiday work as needed to support business operations
• Ongoing training modules
• Inclusive, high-performing team environment
• Opportunity to contribute process improvement initiatives