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About the Role
As an Associate Customer Experience professional, you'll manage a high-volume portfolio of clients, ensuring seamless contract renewals, protecting core EAP offerings, and delivering consistent service excellence in a fast-paced, transactional environment. You'll be the operational backbone of our customer success function.
Responsibilities
- Serve as the primary point of contact for all assigned accounts in the high-volume portfolio
- Manage and execute contract renewal processes in collaboration with internal teams
- Drive upsell of additional services including onsite counselling, critical incident management, assessments, flu vaccination, health checks and more
- Proactively identify at-risk accounts and implement retention strategies for core EAP offerings
- Conduct regular client touchpoints and renewal check-ins via phone, email, and webinar
- Respond to client inquiries in a timely manner while maintaining service excellence
- Prepare and issue regular utilisation reports and renewal communications
- Coordinate manager and employee orientations via phone or webinar
- Maintain accurate, up-to-date records in the CRM system
- Utilise CRM data to track account health metrics, renewal dates, and client interactions
- Ensure compliance with contractual obligations and service delivery standards
- Identify and escalate opportunities for service expansion to the Customer Success Manager team
- Manage administrative tasks including documentation, reporting, and account maintenance
- Monitor account engagement levels and proactively reach out to inactive clients
Requirements
- 2+ years in account management, customer service, or sales roles
- Strong sales experience and commercial acumen, with the ability to identify opportunities and support business outcomes
- Experience with HR, employee wellbeing, or EAP programs preferred
- Demonstrated ability to manage multiple priorities and meet deadlines
- Strong organisational and time management skills
- Excellent communication and interpersonal skills
- Proficiency in CRM systems (Salesforce or equivalent)
- Advanced Microsoft Office Suite and reporting tools
- Ability to work efficiently in a high-volume, transactional environment
- Detail-oriented with strong attention to accuracy
- Proactive problem-solving approach
- Ability to work across multiple tech platforms
- Ability to pass background checks and security clearances as required by TELUS Health
- Right to work in Australia
Skills
- Account management
- Customer service
- Sales
- Commercial acumen
- HR
- Employee wellbeing
- EAP programs
- Managing multiple priorities
- Meeting deadlines
- Organisational skills
- Time management
- Communication skills
- Interpersonal skills
- CRM systems (Salesforce or equivalent)
- Microsoft Office Suite
- Reporting tools
- High-volume transactional environment
- Attention to accuracy
- Problem-solving
- Working across multiple tech platforms
Location
- Brisbane
- Melbourne
- Sydney
Work Type
- Fully remote
Experience Level
- 2+ years
Education Level
- High School Diploma or equivalent
- Bachelor's Degree in Business, Human Resources, or related field preferred
Salary/Compensations
- Competitive salary package with generous commission scheme
Benefits
- 2 dedicated Wellbeing Days annually
- Volunteer Days
- Comprehensive insurance coverage including Total Disability and Death Cover
- Employee Assistance Program (EAP)
- Access to leading health & wellbeing platforms
- Flexible work arrangements
- Award-winning Amazing People Performance Development program
- Career mobility across local and global locations and businesses
- LinkedIn Learning account
- Six employee-led Diversity & Inclusiveness resource groups
About the Company
- TELUS Health is empowering every person to live their healthiest life.
- 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.
- 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.
Equal Opportunity
- 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.