Customer Support Representative

Deine Aufgaben

Specific Responsibilities May Include

Customer Engagement & Operations

• Provide high-quality customer care omni-channel support (phone, chat email) for website and mobile app platforms.
• Respond to customer inquiries regarding promotions and specialized game offerings.
• Draft clear, professional, and empathetic email communications to customers and stakeholders.
• Make direct follow-up outbound calls to customers when directly related to an inbound contact.
• Maintain high customer satisfaction ratings through solution-oriented service.
• Consistently complete daily tasks and resolve inquiries within established Service Level Agreement (SLA) requirements.
• Manage multiple priorities, workflows, and complex processes efficiently in a fast-paced environment.

Collaboration & Continuous Improvement

• Act as a knowledgeable voice of the customer within the organization
• Share insights and themes from customer interactions with internal teams to improve products and services
• Collaborate with peers to optimize outreach strategies and support workflows
• Ad hoc duties as assigned

Dein Profil

Professional Experience

• Minimum 1-2 years of interactive customer service experience; having interacted with customers to provide resolutions and fulfill customer requests
• Highschool Diploma or equivalent

Customer Focus & Communication

• English fluency at C1 level or higher (read, write, speak); bilingual roles require English (C1) and Spanish (B2) fluency
• Strong customer focus with a service-oriented mindset with results-driven mentality
• High emotional intelligence with strong empathy and ability to understand customer needs without face-to-face interaction
• Strong written and verbal communication skills with impeccable grammar, clarity, and attention to detail.

Problem Solving & Resourcefulness

• Strong problem-solving skills with ability to troubleshoot issues independently
• Tech-savvy with a passion for technology and digital tools
• Social media awareness and familiarity with digital platforms
• Highly organized with strong detail orientation and the ability to manage multiple processes simultaneously.
• Resourceful in finding answers using available tools, best practices, and creative thinking

Personal Attributes

• Strong resilience and tenacity to overcome challenges and persist through difficult situations
• Adaptable and self-motivated while thriving in a fast-paced ever changing environment
• Effective time management skills with ability to prioritize and meet deadlines
• Ability to work effectively in a collaborative team environment with willingness to learn, share knowledge, and grow
• Self-aware and committed to continuous improvement; quick learner with the ability to master complex systems

Position Requirements

• Flexibility to work a full-time schedule within operational hours (8:00 a.m. to 8:00 p.m. ET / 5:00 a.m. to 5:00 p.m. PT), Monday through Sunday
• Ability to successfully complete a standard criminal background check

Preferred Experience, Skills & Competencies

• Professional experience in a heavily analytical and investigative role.
• Knowledge or experience in Know Your Customer (KYC) / Anti-Money Laundering (AML) processes.
• College degree or equivalent professional experience.
• Previous call center or digital support experience.

Vergütung & Benefits

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 passionately put our customers and communities first
• We embrace changes and innovate courageously
• We grow together through spirited teamwork

At TELUS, we are committed to diversity and equitable access to employment opportunities based on ability.

Über den Arbeitgeber

TELUS Digital is the customer experience transformation partner to the world's most admired brands. Our diverse team weaves data, technology, and human ingenuity to deliver differentiated customer journeys, drive operational effectiveness, and scale AI solutions with meaningful value and positive impact.

We craft real-world solutions in the moments that matter, from customer acquisition to lifelong loyalty. Enabled by our global reach - spanning 78,000 experts in 33 countries - and deep industry expertise, we help over 600 organizations make the customer experience feel effortless.

Our solutions span Data & AI, Digital Experience & IT, CX Management and Trust & Safety. At the core of our innovation is Fuel iX™, an enterprise-grade generative AI platform that helps clients safely access and optimize leading LLMs to scale their own AI from pilot to production.

Bewerbungsprozess

At TELUS Digital, 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 applicant's qualifications, merits, competence and performance without regard to any characteristic related to diversity.