Customer Service Representative – Walk‑ins (Quetzaltenango)

About the role

Join TELUS Digital as a Customer Service Representative handling walk‑in and inbound inquiries in Quetzaltenango. You will interact with consumers, vendors and partners through phone, email and online channels to resolve issues and ensure a high‑quality experience.

Key responsibilities

• Answer incoming calls and walk‑in requests, providing prompt and courteous assistance.
• Identify the root cause of consumer issues and resolve them via phone, email or online networks.
• Maintain up‑to‑date knowledge of account policies, products and procedures.
• Document each interaction accurately in the account system and keep a meaningful logbook.
• Collaborate with supervisors and other teams to share trends, problems and solutions.
• Adhere to confidentiality and data‑protection standards, preventing unauthorized use of account information.
• Meet individual and team performance objectives related to productivity, quality and customer satisfaction.

Required profile

• Strong customer‑service orientation with the ability to communicate clearly with consumers and partners.
• Attention to detail for accurate data entry and case documentation.
• Ability to follow policies, maintain confidentiality and protect sensitive information.
• Capacity to meet established performance targets both individually and as part of a team.
• Effective collaboration skills for working with supervisors and cross‑functional teams.