TELUS Hiring for Customer Service Specialist at Vancouver, BC Full Time

Req ID: 26939

Jobs by Category:Job Function:
Status: Full Time

Schedule: Regular

Description

Do YOU share OUR real passion for:

• Advocating for our customers’ needs and creating a personalized experience
• Genuinely displaying humanity in every customer interaction
• Being an exceptional communicator, listen, honest and clear
• Getting things done by using each other’s unrivaled talents
• Actively adapting to meet the changing needs of our customers

Position Overview:
The main responsibility of this position is to receive cancellation, billing, move and upgrade requests from customers, whether by phone or by email.The incumbent will need to build customer loyalty by promoting an excellent customer experience and demonstrating the benefits of using our products and services and to do business with our company. The incumbent will use negotiation skills to globally reduce customer attrition. In the event that the customer does not accept the offer from the retention agent, the cancellation process will begin with the customer.

Responsibilities:

• Receive requests for cancellation of customers, whether by phone or by mail and do necessary follow ups
• Listen, analyze and respond to the needs expressed by our customers in order to retain them
• Assess client needs and create opportunities to sell certain services and that, according to established goals
• Collaborate with different departments in order to find an effective solution that is related to the requirements and tasks of retention
• Perform recovery account balances with clients when required
• Do follow up of outbound calls within the prescribed delays
• Reach the established metric of performance
• Manage the complaints of clients by performing the necessary follow ups
• Provide on demand comments and constructive reports concerning the observed tendency of the consumers
• Create an exceptional client experience and be the ambassador of the company
• Maintain and participate in a positive work environment based on teamwork
• All other required tasks assigned at the request of the team leader

Qualifications

Required Skills & Abilities:

• High School Diploma and/or equivalent
• Experience in a similar position or other position related to customer service
• Experience in a position for client retention or management of complaints, an asset
• Knowledge of Microsoft Office suite
• Stress management
• Client oriented
• Good judgment, capacity to take initiatives and make decisions
• Excellent communication skills (spoken and written)
• Positive and energetic

Other:

• Availability from Monday to Friday