Customer Experience Representative managing buyer inquiries through chat across e - commerce platforms. Ensuring customer satisfaction and collaborating with internal teams for optimal service.
About the role
- Bilingual Technical Customer Service Agent assisting pharmacy clients via calls and emails. Supporting clients in a fast-paced technical environment with a commitment to excellent service.
Responsibilities
- Provide Level 1 support for calls, emails and tickets from TELUS Health clients
- Handle, resolve or escalate all received calls, emails and tickets while maintaining the highest level of professionalism and service
- Document, troubleshoot and resolve issues using the incident management system
- Assess issue severity and prioritize remediation or escalation
- Explain the problem 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 help desk procedures, products and services
Requirements
- Bilingual (French and English) required
- Ability to provide remote support for software platforms in a Windows client–server ecosystem, hardware and network environments
- Proficiency with the Microsoft Office suite
- Ability to identify, diagnose and resolve issues
- Excellent customer service skills
- Strong communication skills
- Ability to collaborate effectively within a team
- Self-motivated with a desire to learn
- Time management skills and ability to multitask
- Call center or help desk experience is an asset
- Experience resolving software and hardware issues is an asset
- Licensed or certified pharmacy technician is an asset
- Experience working in a pharmacy, dental office, or health insurance/benefits environment is a strong asset
- Ability to work rotating shifts in an open, communal environment
Benefits
- A comprehensive total compensation package featuring competitive salary and bonus structures
- Minimum of 3 weeks' vacation
- Flexible benefits plan to meet your needs and those of your family
- Retirement plan and employee share purchase program with generous employer contributions
- Option to work onsite, remotely, or in a hybrid arrangement
- Opportunities to give back to the communities where we work, live and serve
- Career advancement, learning and development opportunities
Job title
Job type
Experience level
Salary
Degree requirement
No Education Requirement
Location requirements
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