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Bilingual Customer Service Agent (LifeJourney)

Location: 

Toronto, ON, CA Calgary, AB, CA Fredericton, New Brunswick, CA Vancouver, British Columbia, CA Montreal, Quebec, CA

Req ID:  28320
Jobs by Category:  Health
Job Function:  Customer Service
Status:  Full Time
Schedule:  Regular

Description

 

Create awesome experiences for our customers

 

TELUS Health has an exciting Canada-wide work from home opportunity for experienced customer service agents with technical knowledge to join our Customer Experience team!
The TELUS Health Team is an Information Technology (IT) leader in Canada that focuses on the health sector. It develops and manages solutions that automate transactions and the secure exchange of information to increase the process efficiency and quality of service of its customers.

 

Our team and what we’ll accomplish together

 

As a Bilingual Customer Service Agent I on our Life Journey team, you will have the ability to use your technical expertise and directly help clients nationwide. You will provide support via incoming calls/emails and help analyze, troubleshoot, and resolve issues. As an expert in your field you must be available to work rotating shifts to support our clients.
If you thrive in a fast-paced environment, are comfortable with technology, and love to work in a collaborative environment, then read on as this job is for you!

 

What you’ll do

 

  • Perform first-level support in English and French for all incoming calls, emails and tickets from TELUS Health clients
  • Manage, resolve, and/or escalate all incoming phone calls, emails, and tickets received, while maintaining the highest degree of professionalism and service
  • Document, troubleshoot and resolve issues through the internal ticketing system
  • Determine severity of issues and prioritize resolution/escalation
  • Walk customers through problem solving process
  • Follow up with customers, provide feedback and see problems through to resolution
  • Demonstrate excellent customer service skills and exceed customer expectations
  • Preserve and grow your knowledge of help desk procedures, products and services
     

Qualifications

 

What you bring 

 

  • 3-5 years of experience in relevant field
  • Crisis management experience
  • Patience and tact in dealing with customer concerns
  •  Excellent written communication skills
  • Bilingual in English and French 
  •  Experience in managing disability cases
  • Knowledge of the health sector
  • Strong skills in time management, planning and organization
  • Ability to work independently in a dynamic and fast-paced environment
  • Great ease with computer systems

 

Great-to-haves

 

●    Bachelor's degree or diploma in an appropriate discipline (sexology, social work, kinesiology...)

 

 

#LI-Remote
 

A bit about us

We’re a people-first, customer-first, purpose-driven team who works together every day to innovate and do good. We improve lives through our technology solutions and foster a culture of innovation that empowers team members to solve complex problems and create remarkable human outcomes in a digital world. When you join our team, you’re helping us make the future friendly.

We’re committed to diversity and equitable access to employment opportunities based on ability—your unique contributions and talents will be valued and respected here.

The health and safety of our team, customers and communities is paramount to TELUS. Accordingly, we require anyone joining our team to be fully vaccinated for COVID-19.

TELUS Health is an IT leader in Canada that focuses on the health sector. Our mission is to improve the way information is being used along the continuum of care to better the health of citizens in Canada and in selected countries.  

Disclaimer:  In accordance with the TELUS Health Solutions Data Center Security Policy, as a condition of employment, all personnel whose job functions require they work at a Data Center and/or have access to detailed knowledge of technology related to client service delivery, are subject to a Personnel Security Screening conducted through the Government of Canada.

 

 

 

 

Health

We’re looking for clinicians, programmers, product developers, sales and marketing people, customer support, and everyone in between. If you have a penchant for turning information into better health outcomes, then we want you to help us develop, implement and manage the most innovative healthcare solutions possible.

We are honoured to be recognized

21,166
Physicians using TELUS Health electronic medical records

6,300
Pharmacies using our pharmacy solutions

140 million+
Health claims processed using TELUS Health solutions

Accessibility

TELUS is proud to foster an inclusive culture that embraces diversity. We are committed to fair employment practices and all qualified applicants will receive consideration for employment.

We offer accommodation for applicants with disabilities, as required, during the recruitment process.