Full Job Description
Description
As a Client Care Representative within the Mobility team, you will be the voice of TELUS’ mobility customers dealing with our wireless services, cellphone plans and packages. Working in an established world-class contact centre that offers excellence in post-sales support for TELUS products and services; you will provide world-class customer care in a call centre environment to our clients. You will also interpret client requirements and recommend/sell solutions that meet those needs; while ensuring excellent customer service by communication with the internal team, and/or ensure and appropriately transfer to the responsible department when required.
The Client Care call center operates 5 days a week. Shifts are scheduled based on a rotation and posted 5 weeks in advance. Currently the hours of operation are:
9:00 AM to 7:00 PM, Monday to Friday.
Please note: This is a regular part time position with the potential to be scheduled full time hours. Full time availability is required, as such this position is not suitable for student scheduling.
Please be advised that you will only be considered for this position if you are fluent in Mandarin or Cantonese.
Our next class is scheduled for September 2022.
What’s in it for YOU?
At TELUS, we understand that a big part of our success comes from the people we hire, which is why we honour our employees with an excellent compensation package with a starting wage of $22.75 per hour plus sales incentives. You can also take advantage of our campus setting complete with paid training programs, state-of the-art equipment, e-Lofts, cyber cafes and career development planning that will help you gain the tools needed to help you shift your career into high gear in various exciting roles, including quality coaching, support, front-line management, training, and Information Technology (IT) support. Also, in order to ensure your success in your new role, you will be provided with about 8 weeks full-time paid training for which you must be available to attend.
After training you will be scheduled up to 37.5 hours per week.
Our culture supports a learning-based environment supported by pay-for-performance and a personal life balance.
The TELUS At Home Agent (AHA) Program is an innovative work arrangement that enables team members to carry out their work responsibilities from home, rather than from the traditional office location. An AHA is able to work from a dedicated work space within their homes using the same desktop tools as a team member who works in the office.
Required Skills, Abilities, and Attributes:
- Successful experience in a sales role and/or customer service environment
- Familiarity with communication products and services
- Mathematical aptitude
- Fluent in Mandarin or Cantonese language
- Able to deliver sales and service excellence by demonstrating tenacity, persuasiveness, and strong interpersonal skills
- Ability to present a professional image and communicate effectively
- Able to analyze data, utilize problem-solving skills, and recommend solutions
- Able to maintain a high level of performance under the pressure of time constraints and a fast-paced, changing environment
- Accurate and efficient keyboarding and data entry skills
- Commitment to continuous improvement
- Ability to learn and apply learned skills and complete and pass all training requirements
- Familiarity with voice and data/Internet Protocol (IP) products and services is an asset
Additional Requirements:
Ability to work various shifts including evenings and statutory holidays, based on business requirements