Description and Requirements Responsibilities:
- Provide inbound call support and troubleshooting for complex, high-end, customer automation systems and tools
- Reply to inbound customer inquiries, issues, or complaints related to:
- online websites
- linking to shipping label platform
- web services
- troubleshooting APIs, location, loading tracking numbers into the server
- Provide remote-assistance to customers for technical issues using screen sharing, mouse and keyboard control, and other available tools
- Use knowledge base and available tools to resolve transactions
- Build professional relationships and rapport with customers in order to deliver exceptional customer experiences
- Meet established individual and team performance targets, which include productivity, customer service, quality standards, and any other metrics the business deems necessary
- Contribute to a diverse team within a fast-paced and constantly changing environment
- Maintain adequate proficiency in products and platforms supported as well as ensure current knowledge of all new and updated policies and procedures
- Communicate with management, team members, and other teams regarding problems, solutions, and trends
- Have the ability and willingness to tend to any other tasks as assigned
Required Experience, Skills & Competencies:
- Minimum of 2-3 years of interactive customer service experience
- Strong computer navigation skills
- Demonstrate technical aptitude, troubleshooting and good understanding of common computer hardware and web-based software platforms
- Strong customer service orientation with an upbeat, people-minded personality and a willingness to go above and beyond for every customer
- Ability to efficiently communicate technical issues and technical terms to tech-savvy customers
- Outstanding active listening and comprehension skills
- Ability to analyze problems/inquiries and research all possible solutions using all available tools
- Ability to evaluate options and provide alternative solutions in the face of pressure and time constraints
- Ability to duplicate complex issues and document findings in detail
- Exceptional retention of data and concepts
- Ability to multitask by listening, typing, speaking and navigating multiple interfaces at the same time
- Ability to make decisions when there is a level of ambiguity
- Excellent grammar, enunciation, pronunciation, syntax, verbal and written skills
- Familiarity with mobile apps technology including downloading, accessing, basic troubleshooting, etc.
- Resourceful in finding answers while using available tools, best practices, and creative thinking
- Strong resilience and tenacity to overcome challenging situations with customers and effectively problem solve
- Ability to self-manage and take ownership of assigned tasks
- Ability to type a minimum of 30 WPM
- Ability to work flexible shifts and sit for long periods of time
- Professionalism with the ability to work among diverse personalities
- Flexibility to work a 40 hr work week during any day/any shift as needed within the program's hours of operation: 5:00 am to 7:00 pm PST Monday through Saturday. Training hours range from 8:00 am to 7:00 pm, Monday through Friday up to 6 weeks (subject to change based on business needs)
- High school diploma or equivalent
- Successful completion of a nationwide criminal background check
Preferred Experience, Skills & Competencies:
- General knowledge of programming is a plus
- Knowledge of specific programming languages is a plus; no certifications required
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 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.
Additional Job Description The Customer Service Representative (CSR) position will provide superior technical support to customers of one of the leading courier delivery services companies in the world. We are seeking bright, articulate, tech-savvy applicants who have a desire to help resolve customer issues and who understand the importance of providing an exceptional experience to customers. The CSR's main responsibility will be to research and resolve customer inquiries using a variety of software tools in a fun, fast-paced contact center environment.
EEO Statement At TELUS Digital, we enable customer experience innovation through spirited teamwork, agile thinking, and a caring culture that puts customers first. TELUS Digital 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 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 applicants' qualifications, merits, competence and performance without regard to any characteristic related to diversity.