Customer Service Representative (Guatemala)

About the role

As a Customer Service Representative for TELUS Digital in Guatemala, you will be the primary point of contact for consumers, vendors, and partners. You will handle inbound calls, online inquiries, and emails, identifying the root cause of issues and delivering effective solutions while maintaining high service standards.

Key responsibilities

• Answer incoming calls and respond to consumer inquiries via phone, email, and online channels.
• Identify and resolve case root causes, documenting each interaction accurately in the account system.
• Maintain up‑to‑date knowledge of company policies, products, and platform updates.
• Achieve individual and team performance objectives related to service quality, productivity, and compliance.
• Communicate issues, solutions, and trends with supervisors and cross‑functional teams.
• Ensure confidentiality of account information and adhere to data‑handling policies.
• Perform data entry and keep relevant files and stationery current.

Required profile

• Strong verbal and written communication skills in English.
• Ability to listen actively, analyze problems, and provide clear resolutions.
• Detail‑oriented with accurate documentation habits.
• Team player who collaborates effectively with supervisors and peers.
• Commitment to maintaining confidentiality and following company policies.

Required skills

• Proficiency with standard office software for data entry and record keeping.
• Familiarity with customer‑service platforms or ticketing systems.

What we offer

• Opportunity to work with a global leader in digital customer experience.
• Access to training on emerging AI and data‑driven solutions.
• Supportive, inclusive workplace culture.