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Premier Customer Service Representative

Basic Information

Ref Number

Req_00072784

Primary Location

North Charleston

Country

United States of America

Job Type

Business Process Outsourcing

Work Style

On Site

Salary range

$16.00 - $18.00 per hour

Description and Requirements

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.

Location of Work:

This position will require all team members to work on site. Our site is ran in accordance with health and safety recommendations from local government and our organization. The contact center is located in North Charleston, SC. All team members must be able to commute to and from site for all scheduled shifts which also includes during training.



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.   

Additional Job Description

Location of Work:

This position will require all team members to work on site. Our site is ran in accordance with health and safety recommendations from local government and our organization. The contact center is located in North Charleston, SC. All team members must be able to commute to and from site for all scheduled shifts which also includes during training.

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.

Language Reference
English

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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