Mobile Solutions Specialist

TELUS Digital; Ciudad de México; On-site; MXN 167,000 - 234,000; Full time

Job summary

TELUS Digital is seeking a Customer Service Representative to provide high-quality resolutions to customers via phone, chat and email, following established policies and procedures. The role requires active listening, problem solving, and a focus on first-contact solutions while maintaining data confidentiality.

You will work with cross-functional teams to identify trends, escalate issues, and help customers understand products and processes.

Qualifications

• Third-year or graduate in Business Administration, Industrial Engineering or related field.
• Experience in similar positions.
• Completed the position-specific required course from Learning Multiverse Fundamentals.

Responsibilities

• Provide Customer Service and answer incoming calls, chats, and emails.
• Identify root cause, interact with customers, and resolve the problem.
• Meet performance targets, maintain knowledge of policies and products, and document all cases.

Skills

Proactivity

Fast learning

Under pressure

Customer service

Communication

Adaptability

Problem solving

Attention to detail

Negotiation

Education

Business Administration degree

Job description

At TELUS Digital, we are proud to be an equal opportunity employer and are committed to creating a diverse and inclusive workplace.

Description

About the role

The CSR’s main objective is to efficiently provide high quality and accurate resolutions to customers under stipulated policies and procedures, by offering support and answering inquiries via the phone, chat and email.

Responsibilities: Provide Customer Service, answer incoming customer calls, contact customers or any other party when required, listen and identify the root cause of a case, interact with the customer on the telephone, through online networks, and/or mail, and resolve the problem accordingly. Meet established individual and team performance targets, which include customer service while having a first call resolution mindset, solutioning with a sales approach, productivity quality standards and any other the business deems necessary, keep updated knowledge of accounts policies and products, maintain adequate proficiency in products and platforms supported, read and ensure understanding of new or actualized policies, procedures and products.
Communicate with the supervisor, team members and other teams regarding problems,solutions and trends, keep account information confidential, protect it from unauthorized use, ensure it remains in, account area only (use of pen-drives, removable drives, printed material, and other means of storing and distributing information is strictly prohibited), document all cases. Log accurate and meaningful information of each call in the account’s system; according to established procedures and policies, to perform any other tasks, duties, or services requested by his/her immediate superior. Skills:

Skills:

• Proactivity.
• Fast learning ability.
• Ability to work under pressure.
• Customer Service Orientation.
• Excellent communication skills.
• Adaptability to change.
• Problem-solving and Decision Making Skills.
• Demonstrated ability to establish priorities within multiple tasks.
• Attention to detail.
• Negotiation Skills.

Knowledge:

• English - B1/B2 :
• Oral and written comprehension (Grammar)
• Appropriate use of language (acceptable level of oral expression)
• Successfully complete grammar and punctuation tests.
• Knowledge of Multitasking.
• Knowledge of Call Center Operations - Advanced

Studies & Experience:

• A third-year level or graduate of Business Administration, Industrial Engineering or related career - Desirable
• Experience in similar Positions
• Completed the position-specific required course from the Learning Multiverse Fundamentals - Mandatory

About Company:

TELUS Digital is the customer experience transformation partner to the world's most admired brands. Our diverse team weaves data, technology, and human ingenuity to deliver differentiated customer journeys, drive operational effectiveness, and scale AI solutions with meaningful value and positive impact.

We craft real-world solutions in the moments that matter, from customer acquisition to lifelong loyalty. Enabled by our global reach - spanning 78,000 experts in 33 countries - and deep industry expertise, we help over 600 organizations make the customer experience feel effortless.

Our solutions span Data & AI, Digital Experience & IT, CX Management and Trust & Safety. At the core of our innovation is Fuel iX™, an enterprise-grade generative AI platform that helps clients safely access and optimize leading LLMs to scale their own AI from pilot to production.

Equal Opportunity Employer Statement

At TELUS Digital, we are proud to be an equal opportunity employer and are committed to creating a diverse and inclusive workplace. All aspects of employment, including the decision to hire and promote, are based on applicant's qualifications, merits, competence and performance without regard to any characteristic related to diversity.