Customer Service Advisor – Multilingual, Mandarin/Cantonese

WEX

. Deliver end-to-end customer and merchant support for fleet accounts, payment processing, manual vouchers, and transaction disputes .

Posted 9/22/2026full-timeRemote • SingaporeMid-LevelSeniorWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in customer support and account management within the financial services and payments sectors, with a focus on CRM proficiency and compliance adherence. Capable of resolving complex inquiries and driving process improvements while maintaining high standards of service quality.

Highest-signal resume keywords

Customer Support ExperienceCRM ProficiencyFluency in English, Mandarin, and CantoneseAnalytical Problem-Solving SkillsCompliance Adherence

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

CRM PlatformsTicketing SystemsMicrosoft Office ProficiencyPayment ProcessingTransaction Dispute ResolutionData Entry AccuracyProcess Improvement InitiativesFraud MonitoringOnboarding ProceduresCross-Selling Techniques

Soft Skills

Emotional IntelligenceResilienceAttention to DetailCollaborationCommunication

Certifications & Qualifications

Valid Work Authorization for Singapore

Industry Keywords

Financial ServicesPaymentsFinTechFleet ServicesCustomer ExperienceSLA AdherenceFirst-Contact ResolutionCSATOperational BottlenecksLead Qualification

About the role

Key responsibilities & impact

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

Requirements

What you’ll need

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

Benefits

Comp & perks

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