Client Services Rep-TH

TELUS Health; Sydney; On-site; AUD 55,000 - 68,000; Full time

Job summary

TELUS Health is seeking a diligent Contact Centre Team Member in Sydney to deliver exceptional customer service for health and wellbeing support. You will manage service requests, provide accurate information, and ensure a seamless client experience while upholding our values.

You will assist clients with scheduling mental health and wellbeing appointments, use CRM tools, and maintain knowledge of services to respond empathetically and efficiently.

Qualifications

• Previous experience in a contact centre or customer service role is highly desirable.
• Familiarity with health and wellbeing services is advantageous.
• Proficiency in using customer management systems and technology.

Responsibilities

• Assist clients with scheduling mental health and wellbeing appointments and providing information about our services as appropriate.
• Deliver information in a timely, courteous, and professional manner and with empathy.
• Maintain a comprehensive understanding of services
• Champion and consistently apply organisational values when interacting with clients, associates, internal staff, and team members.
• Complete allocated tasks and projects as assigned by the team leader with accuracy and within required timeframes.
• Ensure proficient use of all relevant systems and tools to support client and organisational needs.
• Address and resolve client complaints and issues in accordance with system guidelines and continual improvement processes.

Skills

Interpersonal skills

Communication skills

Discretion with information

Organisational skills

Attention to detail

Continuous learning

Tools

CRM systems

Technology proficiency

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.

The Contact Centre Team Member plays a pivotal role in delivering exceptional customer service to clients seeking health and wellbeing support. This position involves managing service requests, providing accurate and timely information, and ensuring a seamless client experience while upholding the organisation's values. The role also includes maintaining compliance with internal policies, procedures, and quality standards.

Key Accountabilities:

• Assist clients with scheduling mental health and wellbeing appointments and providing information about our services as appropriate.
• Deliver information in a timely, courteous, and professional manner and with empathy.
• Maintain a comprehensive understanding of services
• Champion and consistently apply organisational values when interacting with clients, associates, internal staff, and team members.
• Complete allocated tasks and projects as assigned by the team leader with accuracy and within required timeframes.
• Ensure proficient use of all relevant systems and tools to support client and organisational needs.
• Address and resolve client complaints and issues in accordance with system guidelines and continual improvement processes.

Key Attributes:

• Strong interpersonal and communication skills.
• Ability to handle sensitive and confidential information with discretion.
• High level of organisational skills and attention to detail.
• Commitment to continuous learning and professional development.

Qualifications and Experience:

• Previous experience in a contact centre or customer service role is highly desirable.
• Familiarity with health and wellbeing services is advantageous.
• Proficiency in using customer management systems and technology.

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.