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Home Security Expert

Basic Information

Ref Number

Req_00156372

Primary Location

GT - Guatemala - Torre Pradera

Country

Guatemala

Description and Requirements

Program Details

  • Location: Torre Pradera 

  • Schedule: Two days off 

  • Training: 3 - 6 Weeks


General Description


We are looking for a dedicated and knowledgeable Home Security Expert to join our customer experience team in a BPO/call center environment. In this role, you will be responsible for assisting customers with home security solutions, addressing inquiries, troubleshooting technical issues, and providing guidance on the best products and services to meet their security needs. The ideal candidate will have strong communication skills, a deep understanding of home security systems, and the ability to deliver exceptional service in a fast-paced environment. Fluency in French is mandatory for this position, as the role requires interacting with French-speaking customers.


Key Responsibilities

  • Serve as the main point of contact for customers, offering expert guidance on home security systems via inbound calls.

  • Address and resolve customer inquiries about security equipment, monitoring, or account issues in English and French.

  • Maintain a high level of communication with peers to ensure consistency in handling escalations and complex cases.

  • Develop and maintain strong relationships with customers, understanding their security needs and concerns.

  • Monitor customer interactions proactively, identifying opportunities to enhance their service experience.

  • Collect and analyze customer feedback to contribute to improvements in security support processes.

  • Pivot to assisting queues with more complex requests when priority queues are empty, or as needed.

  • Work closely with the management team to monitor, manage, and recover call backlogs effectively.

  • Conduct regular follow-ups with customers to ensure their security-related concerns are fully addressed.

  • Collaborate with Support teams to address customer needs and improve service delivery.



Requirements


  • Work Modality: Must be flexible to work on-site

  • Education: Minimum High School Diploma or equivalent certification required.

  • Language: English B1 Spoken & Written (CEFR) and French B1 Spoken & Written (CEFR).

  • Background Check: Must pass a local and international criminal record check (BGC).

  • Employment Verification: Required.

  • Legal Documentation:

    • Boleto de Ornato

    • NIT

    • DPI

Join our team and be part of a dynamic environment where you can develop your customer service expertise and provide exceptional support to clients!

Additional Job Description


We are looking for a dedicated and knowledgeable Home Security Expert to join our customer experience team in a BPO/call center environment. In this role, you will be responsible for assisting customers with home security solutions, addressing inquiries, troubleshooting technical issues, and providing guidance on the best products and services to meet their security needs. The ideal candidate will have strong communication skills, a deep understanding of home security systems, and the ability to deliver exceptional service in a fast-paced environment. Fluency in French is mandatory for this position, as the role requires interacting with French-speaking customers.
Language Reference
French

EEO Statement

At TELUS Digital, we enable customer experience innovation through spirited teamwork, agile thinking, and a caring culture that puts customers first. TELUS Digital is the global arm of TELUS Corporation, one of the largest telecommunications service providers in Canada. We deliver contact center and business process outsourcing (BPO) solutions to some of the world's largest corporations in the consumer electronics, finance, telecommunications and utilities sectors. With global call center delivery capabilities, our multi-shore, multi-language programs offer safe, secure infrastructure, value-based pricing, skills-based resources and exceptional customer service - all backed by TELUS, our multi-billion dollar telecommunications parent.

Equal Opportunity Employer

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 applicants’ qualifications, merits, competence and performance without regard to any characteristic related to diversity.
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