Description and Requirements
Position Overview:
The Customer Service (CSR) role provides world-class customer service and sales support to customers through a variety of support channels in a contact center environment. CSRs are expected to understand user needs and assist with general inquiries, product support, service recommendation, and basic technical issues via multiple contact channels (phone/email/chat). They provide excellent customer service through active listening and aims to resolve issues on the first interaction by being proactive, patient, empathetic, and understanding
Note: This position is fully onsite. All team members are expected to report to our onsite facility located at 2251 S Decatur Blvd, Las Vegas, NV for all working hours, including the training period.
Specific Responsibilities May Include:
- Ensure excellent customer satisfaction and excellent customer service skills are delivered
- Assist users with general inquiries, product support, service recommendation, and basic technical issues in a diverse technology environment (via phone/email/chat)
- Respond appropriately to customer escalations
- Work with other frontline team members to resolve or properly close help tickets
- Manage an individual ticket queue
- Follow the directions of management and provide feedback
- Be capable of developing a good understanding of customer's needs and how to diagnose and fix their issues
- Demonstrate interpersonal skills and is able to provide empathy for customer's situation
- Maintain openness to work flexible hours as required (may include evenings, weekends and/or holidays)
- Work with confidential business and Customer information and treat it sensitively in line with regulatory and compliance policies
- Take Team Leader's direction on areas of improvement and drives to meet team success goals
- Have the ability and willingness to tend to any other tasks as assigned
Required Experience, Skills & Competencies:
- 1-2 years of interactive customer service experience providing customer issue resolution
- Minimum typing speed of 30 WPM with excellent spelling and grammar
- Experience troubleshooting own personal devices; i.e. cell phone, computer, wifi connectivity, etc.
- Very customer service focused, able to deal with customers in a friendly and polite manner
- Passionate about customer service with the ability to explain complex tasks in a simplified way
- Emotional Intelligence
- Impeccable rapport building
- Able to identify customer's tone and mood and adjust conversation to meet and engage the customer
- Detailed oriented with the ability to identify small cues during CX interactions in order to drive the conversation
- Empathetic and sympathetic
- Resourceful in finding answers using available tools, best practices and creative thinking
- 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
- Strong resilience and tenacity to overcome negative interactions and effectively problem solve
- Excellent written and spoken English language communication skills
- Robust multi-tasking skills (e.g., able to log calls and interact with the customer simultaneously)
- High professional standards and the ability to work with diverse personalities
- Flexibility to work a 40 hr work week during any day/any shift as needed within the program's hours of operation: 24 hours per day | 7 days a week. Training schedule: Monday - Friday between 8:00 am to 6:00 pm PST up to 6 weeks (subject to change based on business needs)
- High school diploma or equivalent
Preferred Experience, Skills, & Competencies:
- Professional experience in a previous technical support roles a plus
- Wireless telecommunication industry experience a plus
- Google product knowledge & experience
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.
TELUS Digital will never ask for any monetary deposit, credit card information, or bank account information to complete a job application. Our recruitment and sourcing teams only use email addresses that end with telusinternational.com or telusinternational.ai when emailing candidates. If you are unsure as to whether a job offer is legitimate or suspect that TELUS Digital's business name is being used for recruitment fraud, please report this immediately to our Talent Acquisition Team at TINA_TalentAcquisition@telusinternational.com.
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