Customer Service Representative

Job description

TELUS Health is empowering every person to live their healthiest life. Guided by our vision, we are leveraging the power of our leading edge technology and focusing on the uniqueness of each individual to create the future of health. As a global-leading health and well-being provider – encompassing physical, mental and financial health – TELUS Health is improving health outcomes for consumers, patients, healthcare professionals, employers and employees.

Our team and what we’ll accomplish together Our team delivers critical Employee Assistance Program (EAP) support to organizations across Latin America, serving as the vital first point of contact for employees seeking wellness, legal, financial, and nutritional guidance. As a Customer Services Representative based in Mexico City, you'll be at the heart of our mission to provide seamless, user-centered access to mental health and wellness services—directly impacting the wellbeing of thousands of employees.

You'll work in a dynamic, multicultural environment where your ability to listen, empathize, and connect people with the right resources makes a real difference in their lives.

What You'll Do

• Receive and manage routine and critical calls from Employee Assistance Program (EAP) users across Latin America, providing empathetic support and accurate information
• Handle inquiries through multiple channels including the Wellness Portal chat, mobile app, and email to ensure seamless access to services
• Conduct data intake, identify consultation reasons, and route users to appropriate resources with precision and care Refer psychological cases to the regional clinical team and nutrition cases to the regional nutrition team, ensuring proper case management and continuity of care
• Coordinate referrals with external professionals (lawyers, accountants, nutritionists) across Latin America and follow up to ensure positive user outcomes
• Monitor user experience throughout the service journey and conduct post-care follow-up surveys to gather feedback
• Collaborate with team members on departmental process improvements and maintain Community Resources documentation as needed What You Bring Currently enrolled as a university student in Psychology, Human Resources, Law, Finance/Economics, or Nutrition Previous call center experience (excluding collections call centers) English language proficiency at Intermediate level (B2+) or higher Intermediate proficiency with Microsoft Office and Google Workspace
• Strong listening and empathy skills with the ability to handle sensitive conversations
• Excellent organizational skills and attention to detail in managing multiple inquiries and referrals
• Ability to work in a fast-paced, multicultural environment and adapt to changing priorities

What We Offer

Part-time position: 6.5 hours per day, 6 days per week. Hybrid work model combining remote and in-office collaboration Excellent work environment in a dynamic, multicultural setting Benefits package including: Medical insurance (Major and Minor coverage) Dental and Vision coverage Life insurance Funeral insurance A bit about us We’re a people-focused, 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. 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.

By applying to this role, you understand and agree that your information will be shared with the TELUS Group of Companies’ Talent Acquisition team(s) and/or any leader(s) who will be part of the selection process.