TELUS

Technical Customer Service Agent, Bilingual – Health Benefits Management

TELUS

full-time

Posted on:

Location Type: Office

Location: Ottawa • Canada

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Salary

💰 CA$39,000 - CA$73,000 per year

About the role

  • Provide Level 1 support in English and French for calls, emails and tickets from TELUS Health clients
  • Manage, resolve or route all incoming calls, emails and tickets, maintaining the highest level of professionalism and service
  • Document, troubleshoot and resolve issues using the incident management system
  • Assess issue severity and prioritize resolution or escalation
  • Explain the troubleshooting and resolution process to clients
  • Follow up with clients, provide feedback, and own issues through to resolution
  • Deliver excellent customer service and exceed client expectations
  • Maintain and expand your knowledge of helpdesk procedures, products and services

Requirements

  • Bilingual (French and English) required
  • Licensed or certified pharmacy technician designation is a strong asset
  • Experience working in a pharmacy, dental office, or in a health insurance/benefits environment is a strong asset
  • Proficiency with Microsoft Office suite
  • Ability to identify, diagnose and resolve issues
  • Excellent customer service skills
  • A sense of humor and strong communication skills
  • Ability to work collaboratively within a team
  • Self-motivated with a desire to learn
  • Time management skills and ability to multitask
  • Call center or helpdesk experience is an asset
  • Ability to work rotating shifts in an open, always-on environment
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
incident managementtroubleshootingissue resolutionMicrosoft Office
Soft Skills
bilingualcustomer servicecommunicationteam collaborationself-motivatedtime managementmultitasking
Certifications
licensed pharmacy technician