Basic Information

Ref Number


Primary Location

Noida - 135 - BPO



Job Type

Business Process Outsourcing

Description and Requirements

Functional Responsibilities

1. 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 the account database, analyzing the information contained and providing useful accurate, and appropriate data.
2. When necessary, escalates complex customer interactions to the appropriate party as designated
and identified for each issue, specially when these issues, concerns, complaints, and queries are
beyond one's jurisdiction and scope of knowledge.
3. 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.

4. Takes the initiative to be updated with the latest account information from the client by reading e-
mail updates sent and attending recurrent training sessions. Ensures one's own understanding of

account/program updates and applies this in daily work.
5. Acts as a team player, interacting with fellow TSR's 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 the actual performance.
6. Monitor one's own performance against established metrics and ensures the attainment of these
metrics to effect overall account/program success. Solicits feedback from fellow TSR's
and the Team Leader on how to improve current performance.
7. 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

Additional Job Description

Provides top quality customer service / technical support to all customers of the account/program.
Attends to customer queries, concerns, and issues regarding services and/or sales orders and submits
accurate data/reports on customer queries/sales orders. Takes advantage of every customer interaction
as an opportunity to create customer loyalty, reduce customer attrition, and increase the client's competitive
advantage over the other key players in the industry. Interacts with a team of TSR's and supports
the Team Leader in all initiatives aimed at driving individual and team performance and attaining
individual/team goals.

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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