Basic Information

Ref Number

Req_00115587

Last day to apply

٢٤-أكتوبر-٢٠٢٣

Primary Location

Noida - 135 - BPO

Country

India

Job Type

Business Process Outsourcing

Work Style

On Site

Description and Requirements

  • Provides expedient and accurate customer service to all client customers. Addresses customer concerns, queries, issues, complaints, and/or places sales orders and product information requests. Prepares reports by accessing account databases, analyzing the information contained, and providing useful accurate, and appropriate data.
  • When necessary, escalate complex customer interactions to the appropriate party as designated and identified for each issue, especially when these issues, concerns, complaints, and queries are beyond one's jurisdiction and scope of knowledge.
  • Performs callbacks/return calls to customers when initial calls are received during system downtimes. Ensures that the necessary customer care/inbound sales process and procedures are carried out in callbacks.
  • Takes the initiative to be updated with the latest account information from the client by reading email updates sent and attending recurrent training sessions. Ensures one's own understanding of account/program updates and applies this in daily work.
  • Acts as a team player, interacting with fellow CSRs and contributing to team cohesion. Supports the Team Leader in all initiatives aimed at driving individual/team performance and attaining individual/team goals. Participates in team evaluations as scheduled by the Team Leader to identify reasons behind actual performance.
  • Monitor one's own performance against established metrics and ensure attainment of these metrics to affect overall account/program success. Solicits feedback from fellow CSRs and the Team Leader on how to improve current performance.
  • Maintains ownership and accountability for one's own performance, initiating regular interaction with the Team Leader for coaching, mentoring, and acquiring performance feedback. Seeks out increased work activities that intend to hone skills, competencies, and work behaviors and prepares oneself for higher responsibilities

Additional Job Description

  • Provides expedient and accurate customer service to all client customers. Addresses customer concerns, queries, issues, complaints, and/or places sales orders and product information requests. Prepares reports by accessing account databases, analyzing the information contained, and providing useful accurate, and appropriate data.
  • When necessary, escalate complex customer interactions to the appropriate party as designated and identified for each issue, especially when these issues, concerns, complaints, and queries are beyond one's jurisdiction and scope of knowledge.
  • Performs callbacks/return calls to customers when initial calls are received during system downtimes. Ensures that the necessary customer care/inbound sales process and procedures are carried out in callbacks.
  • Takes the initiative to be updated with the latest account information from the client by reading email updates sent and attending recurrent training sessions. Ensures one's own understanding of account/program updates and applies this in daily work.
  • Acts as a team player, interacting with fellow CSRs and contributing to team cohesion. Supports the Team Leader in all initiatives aimed at driving individual/team performance and attaining individual/team goals. Participates in team evaluations as scheduled by the Team Leader to identify reasons behind actual performance.
  • Monitor one's own performance against established metrics and ensure attainment of these metrics to affect overall account/program success. Solicits feedback from fellow CSRs and the Team Leader on how to improve current performance.
  • Maintains ownership and accountability for one's own performance, initiating regular interaction with the Team Leader for coaching, mentoring, and acquiring performance feedback. Seeks out increased work activities that intend to hone skills, competencies, and work behaviors and prepares oneself for higher responsibilities

Language Reference
English

EEO Statement

At TELUS International, we enable customer experience innovation through spirited teamwork, agile thinking, and a caring culture that puts customers first. TELUS International 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 International, 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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