At TELUS Digital, we are proud to be an equal opportunity employer and are committed to creating a diverse and inclusive workplace.

Description

About the role

The CSR’s main objective is to efficiently provide high quality and accurate resolutions to customers under stipulated policies and procedures, by offering support and answering inquiries via the phone, chat and email.

Responsibilities: Provide Customer Service, answer incoming customer calls, contact customers or any other party when required, listen and identify the root cause of a case, interact with the customer on the telephone, through online networks, and/or mail, and resolve the problem accordingly. Meet established individual and team performance targets, which include customer service while having a first call resolution mindset, solutioning with a sales approach, productivity quality standards and any other the business deems necessary, keep updated knowledge of accounts policies and products, maintain adequate proficiency in products and platforms supported, read and ensure understanding of new or actualized policies, procedures and products.

Communicate with the supervisor, team members and other teams regarding problems,solutions and trends, keep account information confidential, protect it from unauthorized use, ensure it remains in, account area only (use of pen-drives, removable drives, printed material, and other means of storing and distributing information is strictly prohibited), document all cases. Log accurate and meaningful information of each call in the account’s system; according to established procedures and policies, to perform any other tasks, duties, or services requested by his/her immediate superior. Skills:

Proactivity.





Fast learning ability.

Ability to work under pressure.

Customer Service Orientation.

Adaptability to change.

Problem-solving and Decision Making Skills.

Demonstrated ability to establish priorities within multiple tasks.

Negotiation Skills.

Knowledge:

• Oral and written comprehension (Grammar)

• Appropriate use of language (acceptable level of oral expression)

Successfully complete grammar and punctuation tests.

Knowledge of Multitasking.

Knowledge of Call Center Operations - Advanced

A third-year level or graduate of Business Administration, Industrial Engineering or related career - Desirable

Experience in similar Positions

Completed the position-specific required course from the Learning Multiverse Fundamentals - Mandatory

We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.

Description

About the role

The CSR’s main objective is to efficiently provide high quality and accurate resolutions to customers under stipulated policies and procedures, by offering support and answering inquiries via the phone,



chat and email.

Responsibilities: Provide Customer Service, answer incoming customer calls, contact customers or any other party when required, listen and identify the root cause of a case, interact with the customer on the telephone, through online networks, and/or mail, and resolve the problem accordingly. Meet established individual and team performance targets, which include customer service while having a first call resolution mindset, solutioning with a sales approach, productivity quality standards and any other the business deems necessary, keep updated knowledge of accounts policies and products, maintain adequate proficiency in products and platforms supported, read and ensure understanding of new or actualized policies, procedures and products.

Communicate with the supervisor, team members and other teams regarding problems,solutions and trends, keep account information confidential, protect it from unauthorized use, ensure it remains in, account area only (use of pen-drives, removable drives, printed material, and other means of storing and distributing information is strictly prohibited), document all cases. Log accurate and meaningful information of each call in the account’s system; according to established procedures and policies, to perform any other tasks, duties, or services requested by his/her immediate superior. Skills:

- Proactivity.

- Fast learning ability.

- Ability to work under pressure.

- Customer Service Orientation.

- Excellent communication skills.

- Adaptability to change.

- Problem-solving and Decision Making Skills.

- Demonstrated ability to establish priorities w

📌 Mobile Solutions (Ciudad de México)
🏢 TELUS Digital India
📍 Ciudad de México