Customer Service Advisor 12 months FTC

WEX Europe is a leading provider of business to business payment solutions and has an exciting opportunity for a talented Customer Advisor to join our team at the Headquarters in Crewe. You will be working in an expanding Department, which will eventually cover a European wide operation.  The Department will be undertaking a varied number of tasks required to maintain an operation supporting a growing Fuel Card business.


Answer all inbound Customer service calls within Company set criteria and teach the Customer how to self- serve. Consistently aim to deliver a world-class experience with every customer interaction.

This role is on 12 months Fixed term contract working in our Benelux team, great opportunity within a European function.



Job Summary

Location UK - CREWE
Salary Competitive
Job Type 12 months Fixed Term Contract
Job Category Operations
Reference Number UKCSA
Closing Date 21/06/2019

Essential Duties and Responsibilities:

  • Actively share updates about customers with team
  • Advise Sales of customers commercial queries
    • Investigate transaction declines & velocity queries
    • Keep abreast of Pricing co-ordination/movements
    • Liaising with all staff both in Crewe and in European Offices
    • Log all queries and action on Logging Tool incl.
        • Copy Voucher Requests
        • Chargebacks
        • Copy Invoice Requests
        • Transaction Queries
    • Produce Copy Invoices on request
    • Provide on-going support to colleagues and highlight training requirements to Team Leader
    • Provide strong links with Sales Department
      • Answer phone calls with set criteria and within parameters set out by the Company
      • Arrange product restriction amendments on request from customer, taking into account control criteria
      • Assist in identifying and resolving areas that reduce chargeback liability or queries
      • Carry out data entry for Customers & Cards
      • Production of Customer Transaction Files and Reports
      • Ensure all work is performed to standards SLA (Service Level Agreements), KPI (Key Performance Indicators) & contracts
      • Forward customer payment concerns to Credit Collections immediately
      • Highlight faults and change requests for website software and processes
      • Provide support to customers using website/systems provided
      • Undertake procedural developments if required

Knowledge, Skills & Abilities:

  • Ability to introduce/handle new process, procedures, controls and a varied workload
  • Ability to originate/introduce new process, procedures, controls to improve productivity
  • Ability to assist with interviewing and recruitment
  • Ability to mentor, develop & improve skills of others
  • Adaptable to organisational change requirements
  • Analytical
  • Assertive and self-confident
  • Build a powerful sense of ownership and teamwork
  • Conscientious
  • Establish and maintain co-operative and effective working relationships
  • Excellent PC skills including Word, Excel and Powerpoint
  • Flexibility to provide cover for other positions with the ability to stand-in for Shared Services Manager
  • Make identifiable contributions to business objectives
  • Positively represent the company
  • Self-motivated, organized and can work on own initiative
  • Taking “ownership” of problems
  • Understand and follows business conduct policies and ask questions to clarify any issues

Skills and Attributes of value for the role:

  • PC proficient
  • Analytical
  • Communicative
  • Customer Service
  • Gaining expertise in market leading Fuel Card systems

Salary and Benefits:

  • Salary of £17000
  • 25 days holiday per annum
  • Employee Discounts via Perkbox.
  • Complimentary hot and cold drinks.

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