Basic Information

Ref number

Req_00069733

Description and Requirements

Position Summary


Provides floor support to agents and helps Team Leaders in assisting frontline agents with queries around processes, call handling and issue resolution. Handles escalated calls and / or places callbacks as required in order to effectively resolve customer issues, concerns, and inquiries. Provides quality customer service to all customers, taking advantage of each interaction as an opportunity to create customer loyalty and reduce customer attrition. Works within a team of fellow Resolutions Specialists / Subject Matter Experts and supports the entire program in all initiatives aimed at driving individual and team performance and attaining program goals.

Functional Responsibilities

  • Provides floor support to CSR's and assists Team Leaders on coverage in the resolution of customer complex issues through answering queries and providing expert advise on client processes and policies. Provides resolution to customer issues through research and coordination with the appropriate client POC's and departments (i.e. CR, Branch, AR, RISA, CFL, DE, etc...).
  • Drives for customer satisfaction by taking escalated calls and appropriately resolving customer concerns, issues, and / or queries. Places callbacks as requested by customers and addresses each call with the adequate level of timeliness and urgency.
  • Keeps up-to-date with the program’s policies and procedures through taking regular and escalated calls as scheduled and needed, as well as keeping abreast with program updates and changes in order to effectively handle resolutions, improve de-escalation techniques, and sharpen one’s negotiation skills. Provides customers with options to resolve issues highlighted.
  • Navigates through systems and tools, and reviews program updates as provided by the client in order to provide the most expedient, appropriate and commensurate resolution for the customer.
  • Analyzes data and provides feedback to Operations, Customer Experience and Learning Services teams on trends / frequency of resolutions cases / issues handled. Looks into ways at which these frequent resolutions cases can be handled at earlier stages of customer contact.
  • May generate reports on team / program performance as needed / requested. Required to support new hires, account initiatives, roll-out of updates, and all other activities geared towards increasing the teams' productivity, effectiveness and efficiency.

Interested applicants can apply via Workday:

  • Click on the Career worklet

  • Click on Find Jobs and search for  Req_00068900

  • Click Apply

Minimum requirements for internal applicants:

  • Should be a regular TELUS International Philippines team member

  • Should not have any form of disciplinary action in the past 6 months

  • Should have a score of at least Developing for the last 6 consecutive months

Important reminders:

  • All applicants are required to attach their CVs and 6 months scorecard before submitting the application in Workday

  • All applications will go through a series of approvals, from your immediate manager to your HR Business Partner assigned in the program/department

  • The Talent Acquisition (TA) team can only process your application once it has been fully approved

Additional Job Description

Ramp for Samsung

Required Language(s)
English