Basic Information

Ref number

Req_00069282

Last day to apply

24-Jan-2022

Primary Location

Cork-Campus One

Description and Requirements


Identity Operations Specialist
Location: Cork, Ireland (currently working remotely due to COVID-19)
Salary: €23,000 + performance bonus!

TELUS International Ireland is a multilingual contact center, BPO (business process outsourcing) and ITO (information technology outsourcing) provider, delivering high-quality services. The company has almost 50,000 team members across 20 countries. TELUS International Europe offers contact center solutions, ITO and innovative customer service support for global customers in over 50 languages.

This is a great opportunity to join our team as an Identity Operations Specialist to support our client’s platform Integrity team. You will work with the client’s team to provide high-quality support (email based) to users around the world regarding their account issues (such as account recovery, compromised accounts, etc).

Responsibilities:

* Provide customer-centric support to user enquiries around account level issues on an ongoing basis using client’s CRM systems.
* Conduct objective, fair, thorough, unbiased, and timely investigations into account issues.
* Review and gather evidence to support the decisions and actions you take.
* Construct empathic responses to users facing highly sensitive issues with their accounts.
* Identify, escalate and help drive solutions for new issues, trends and potential bugs.
* Identify areas to improve overall processes to enhance user experience and promote user safety.

Requirements

* Fluency in English
* Previous Customer Support Experience is a must (Experience providing support for user account level issues is an advantage)
* High attention to detail and nuance
* Strong communication skills, specifically, the ability to defend decisions and provide context in thought process
* Ability to work independently with minimum supervision
* Self-Starter — You take initiative to identify opportunities to improve or build on processes and work products. Results oriented.
* Ability to identify patterns in behaviors that can be leveraged for improved decision making
* Strong organizational and time management skills to deal with shifting priorities and high volumes of work

Benefits:

* Full-time employment
* Career development opportunities
* Additional health insurance
* Pension
* Special benefits for our team members (Gym, yoga classes, massages and corporate psychologist in the office)
* Positive international working environment (Relax zones, PlayStation and billiard corners)
* Continuous support and learning
* Employee referral bonuses
* We care about the well-being of our employees, invest in their future growth, encourage fun and team building initiatives!

Required Language(s)
English