Informations de base

Ref Number

Req_00072784

Site principal

North Charleston

Pays

Les états-unis d'Amérique

Types d'emploi

Business Process Outsourcing

Description et exigences

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+ 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.   

Description supplémentaire du poste

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.

Required Language(s)
English