Basic Information

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Primary Location

Dublin - Point Village

Description and Requirements

Additional Job Description

About TELUS International


TELUS International (NYSE : TIXT) focuses on the value of human connection to design, build and deliver high-tech, high-touch customer experiences powered by next-gen digital solutions. With almost 50,000 team members and delivery centers across 25 countries in the Americas, Europe and Asia, TELUS International empowers customer experience innovation through digital enablement, spirited teamwork, agile thinking, and a caring culture that puts customers first. The company's solutions cover customer experience, content moderation, digital transformation, IT lifecycle, advisory and digital consulting, risk management, and back-office support. Fueling any stage of company growth, TELUS International partners with some of the world’s most disruptive brands from fast-growing tech, financial services and fintech, games, travel and hospitality, healthcare, and ICT industries. The company serves clients in over 50 languages.

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Position Overview:

Please note that this role will initial be on 12 month contract. 

This is a unique opportunity to join TELUS International and be part of the team that really makes a difference. 

 As a Customer Support Analyst in fintech you will master the skills of effective communication, problem solving, customer service, and strong cultural awareness. You will get to work with smart and genuine people, in a friendly and multicultural environment that motivates you to give the best of yourself and help you to build a career. At TELUS International we believe in supporting  talent  and encouraging our employees to grow and succeed. 

The connection between our employees and our customers enables our teams to flourish and provide exceptional customer service, setting the standard to ‘Wow’.

We now have exciting opportunities for Customer Support Analysts for one of our Global clients. 

Competencies and Responsibilities:

·       Customer Service - Operational Beauty is one of TELUS International core values that will resonate  with you, making you an attentive, empathetic, caring, friendly  and helpful team member, who supports customer inquiries via phone, email and chat. You will be responsible for providing support to customers by investigating, troubleshooting and resolving cases across multiple channels.

·       Communication  - You will be able to communicate effectively and efficiently with all users who are seeking your help or advice. You must be a confident communicator, who has the ability to think critically in order to solve user issues via phone, email and chat. Active listening and responsible for providing the best support to our customers. You will communicate with internal and external stakeholders in an effective, tactical, and empathetic manner.

·       Drive for Results - This role will bring a strong level of ownership for your personal success in reaching your targets on a daily basis. You will go the extra mile to ensure excellent customer experience. You will troubleshoot, negotiate and provide information and solutions to customers and do so with the highest standards of professional customer care.

·       Resilience- you will enjoy working in a dynamic fast paced environment where you are ready to step outside your comfort zone from time to time. We believe there is no failure; there are only opportunities to embrace and learn from new experiences as we move forward. This role will bring a high level of accountability and you will thrive under pressure. You will always be on the lookout for ways to improve the way we do things and advocate for users and pass ideas and best practices on to the rest of the team.

·       Attention to Detail -  You will be expected to have high attention to small details in your account. You will be data driven and have the ability to see and investigate and research user issues and identify and escalate bugs so they can be resolved as quickly as possible.


Requirements and skills

  • Fluent in  written and spoken English 
  • Minimum of 1+ year of relevant experience in customer support and/or technical support role
  • Previous experience working with CRM (ideally Salesforce)
  • Excellent problem-solving abilities
  • Strong time management skills and motivation to exceed expectations
  • Empathetic and can communicate in a caring and friendly manner
  • Comfortable working with computers and able to work with multiple systems, learn and adapt to new ones
  • Strong team spirit with a passion and drive to help users and to deliver the best customer experience
  • Enjoy working in a fast paced environment


We offer:

  Great rewards for referring your friends: consistent bonuses and prizes  International career - regular training and international career opportunities  Multilingual exposure - improve your spoken and written language skills  Inspiring and fun environment - our offices have become known for their innovative, fun and pleasant design. Enjoy our ‘relax’ and ‘play’ areas!  Community projects – want to make the world a better place? We run CSR (Corporate Social Responsibility) events all year long  Private medical insurance coverage (tenure based) – we work with one of the best suppliers - VHI where you will benefit from a Professional Package  Free GP visits Bike to work tax relief  Pension scheme  Maternity and Paternity leave (Tenure based)  Free breakfast - cereals, fruits, juices  Free onsite therapies (Massage, Reiki)  Subsidized city Centre staff car parking  Bus/Luas/Dart tax saver scheme

TELUS International recognizes and embraces the importance of values in our ever-changing workplace. To be successful, all candidates 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


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