Job Description
Join a company that appreciates your energy, drive and enthusiasm just as much as your skills. The majority of our directors and managers started their careers as frontline agents. And yes, we offer competitive salaries and benefits. But even better – it’s our caring culture that defines who we are and why you’ll want to become part of our family.
TELUS International, Inc operates in 24 different countries, including the US, with over 50,000 team members. And NOW WE ARE LAUNCHING OUR NEWEST CONTACT CENTER SITE, IN NORTH CHARLESTON TO BE SPECIFIC! We're looking for great local talent to work in our exciting and engaging new site.
Position Overview:
CSR’s are expected to respond to inbound calls relating to customer service. Calls will include the full range of customer inquiries. i.e balance inquiries, transaction reviews, fee and finance charge removal requests, balance transfers, reward & airline mile accumulation inquiries, payment questions and complaints. CSRs represent and protect the brand, ensuring each Customer connection is professional and accurate. They provide excellent customer service through active listening and aims to resolve issues on the first interaction by being proactive, patient, empathetic, and understanding
What you’ll be doing:
CSR’s are expected to respond to inbound calls relating to customer service. Calls will include the full range of customer inquiries. i.e balance inquiries, transaction reviews, fee and finance charge removal requests, balance transfers, reward & airline mile accumulation inquiries, payment questions and complaints. CSRs represent and protect the brand, ensuring each Customer connection is professional and accurate. They provide excellent customer service through active listening and aims to resolve issues on the first interaction by being proactive, patient, empathetic, and understanding
What you bring:
1-2 years of interactive customer service experience providing customer issue resolution
Minimum typing speed of 35 WPM with excellent spelling and grammar
Very customer service focused, able to deal with customers in a friendly and polite manner
Passionate about customer service and being an advocate for our customers
Strong analytical, problem-solving, and troubleshooting skills
An effective team player who can also work independently
Comfortable working in a fast-paced environment and able to adapt to change efficiently
Proven ability to deal with problems and solve them effectively
Excellent written and spoken English language communication skills
Robust multi-tasking skills (e.g., able to log calls and interact with the customer simultaneously)
Professional phone demeanor
Flexibility to work any day/any shift as needed within the hours of operation
High school diploma or equivalent
TELUS Values:
TELUS recognizes and embraces the importance of values in our ever-changing workplace. To be successful, all applicants must demonstrate behaviors that are reflective of our values:
We embrace change and initiate opportunity
We have a passion for growth
We believe in spirited teamwork
We have the courage to innovate
At TELUS, we are committed to diversity and equitable access to employment opportunities based on ability.
Company Description
TELUS International is a global Business Process Outsourcing company with more than 50,000 team members around the world, including Canada, the United States, Europe, Central America, and the Philippines. With over 175 million customer interactions supported annually via voice, email, chat and social media, across the telecommunications, utilities, high tech, gaming, finance, retail, e-commerce, travel and logistics, and healthcare industries, TELUS International enables customer experience innovation through spirited teamwork, agile thinking, and a caring culture that puts customers first. The majority of our directors and managers started their careers as agents or IT developers. And yes, we offer competitive salaries and benefits. But even better – it’s our caring culture that defines who we are and why you’ll want to become part of our family. For more information, visit https://www.telusinternational.com/