External Referrals Customer Service Representative

About the role

Join TELUS Digital as an External Referrals Customer Service Representative, providing high‑quality support to consumers, vendors, and partners. You will handle inbound calls, online inquiries, and email communications, ensuring each interaction resolves the customer’s issue efficiently.

Key responsibilities

• Answer incoming consumer calls and respond to inquiries via phone, online channels, and email.
• Identify root causes of cases, guide customers through solutions, and close tickets according to performance standards.
• Maintain up‑to‑date knowledge of account policies, products, and platform updates.
• Document each interaction accurately in the account system and keep a detailed logbook.
• Communicate regularly with supervisors, team members, and cross‑functional teams about trends, problems, and solutions.
• Protect confidential account information and adhere to data‑security guidelines.

Required profile

• Strong verbal communication skills and ability to listen actively.
• Commitment to meeting individual and team performance objectives.
• Attention to detail and ability to follow documented procedures.
• Reliability in handling confidential information and adhering to security policies.

Required skills

What we offer

• Opportunity to work with a leading customer‑experience transformation partner.
• Access to continuous learning on new products, policies, and technologies.
• Collaborative environment with a diverse, global team.