Customer Service Representative

TELUS; Ciudad de México; Hybrid; MXN 180,000 - 240,000; Part time

Benefits offered by this job

Medical insurance

Dental and Vision coverage

Life insurance

Funeral insurance

Funeral insurance

Hybrid work model

Job summary

TELUS Health is seeking a Customer Services Representative based in Mexico City to support Employee Assistance Program (EAP) users across Latin America. This part-time, hybrid role emphasizes empathetic, user-centered care and guiding employees to the right health and wellness resources.

Requirements include being a university student in relevant fields, call center experience, and English at least B2+. The role offers a supportive, multicultural environment with opportunities to impact

Qualifications

• University student in Psychology, HR, Law, Finance/Economics or Nutrition.
• Previous call center experience.
• English Level: B2+ or higher.
• Proficient with MS Office and Google Workspace.
• Strong listening and empathy skills.
• Excellent organizational skills and attention to detail.
• Able to work in a fast-paced, multicultural environment.

Responsibilities

• Receive and manage routine and critical calls from EAP users across Latin America, providing empathetic support and accurate information.
• Handle inquiries through 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.

Skills

Call center experience

English (B2+)

Empathy

Active listening

Organizational skills

Multitasking

Education

University student in Psychology, HR, Law, Finance/Economics or Nutrition

Tools

Microsoft Office

Google Workspace

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

• 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.

Being part of the team at TELUS Health is more than a job; it’s a career-defining experience. It allows you to do innovative and meaningful work with talented and collaborative teams. It’s an opportunity to improve businesses and lives by building healthier, happier workplaces. And it’s a chance to build genuine, long‑term relationships along the way.

A place to experience more Find the support and encouragement to consistently push boundaries and deliver impactful solutions. Our collaborative culture means your ideas will be heard and your hard work will be rewarded. You will be leveraging our world‑leading technology, products, clinical services and passionate team members to revolutionize access to health care and wellbeing, and drive remarkable experiences for the benefit of all the clients and individuals we serve around the world.

Talented people who care

Coming to work each day is an opportunity. It’s a chance for you to work with a multidisciplinary global team of nearly 10,000 smart and driven members whose passion for their work matches your own, resulting in helping create a healthier future for everyone.

Work that matters

Make a difference in the lives of our clients and their employees every day – by providing meaningful solutions in more than 160 countries, that help people and businesses perform at their best by delivering both digital innovation and clinical services to improve total physical, mental and financial health and wellbeing across the full spectrum of primary and preventative care.