Technical Customer Service Agent, Bilingual – Health Benefits Management
TELUS
full-time
Posted on:
Location Type: Hybrid
Location: Ottawa • Canada
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Salary
💰 CA$39,000 - CA$73,000 per year
About the role
- 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
Requirements
- Bilingualism in French and English is required
- Designation as a Registered or Certified Pharmacy Technician is a strong asset
- Experience working in a pharmacy, dental office or health benefits/insurance environment is highly preferred
- Proficient in Microsoft (MS) Office Suite
- Ability to identify, diagnose and resolve issues
- Call center or help desk experience is an asset
- Flexibility to work rotating shifts in a 24x7 environment is required
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
troubleshootingissue resolutionticketing system managementcall center experiencehelp desk procedures
Soft Skills
customer serviceprofessionalismproblem solvingcommunicationfollow-up
Certifications
Registered Pharmacy TechnicianCertified Pharmacy Technician