What are the responsibilities and job description for the Customer Service Representative First Response position at TELUS International?
Description and Requirements
Our CSR's will participate in an intensive training program that is designed to provide the knowledge needed to become a highly-skilled advocate for our customers. All CSR's will be equipped with the tools needed to become instrumental in assisting rideshare customers and drivers reporting an incident during a rideshare service. Candidates must be incredibly empathetic, have a self-starter attitude, strong critical thinking and problem solving skills, the ability to regulate their own emotions, maintain strong resilience and tenacity, and ensure that an extraordinary service is provided to every customer.
Specific Responsibilities May Include :
- Serve as the main point of contact and support for unforeseen incidents including accidents, via inbound and outbound calls, handling each call with compassion and empathy
- Incidents may consist of the following but not limited to :
- Driver needing help finding an additional ride for rider
- Food poisoning or allergy from a food delivery
- Report of left, lost or stolen items by rider or driver
- Name calling or discriminatory remarks between rider and driver
- Sexual harassment between rider and driver
- Car accident involving injuries, fatalities, or emotional distress of the driver and / or rider
- Parent of a rider involved in an accident looking for additional information
- Follow-up call from driver providing insurance information post accident
- Build professional relationships and rapport with each caller in order to deliver personalized experiences and solutions
- Interpret, analyze, and anticipate the needs of each caller in order to effectively problem solve, provide accurate information, and direct each caller to emergency services when necessary
- Gather and document information from callers and / or third parties using probing questions and report each incident through proper ticketing system
- Maintain follow-up communication with callers to gather additional information and ensure reported incidents have been resolved
- Handle a high volume caseload by staying organized and up-to-date on new policies, processes, and procedures provided by the company and / or client
- Maintain strong emotional regulation, resilience and tenacity with every customer interaction
- Use available tools, resources, and critical thinking in order to effectively problem solve without supervision
- Ad hoc duties as assigned
Required Experience, Skills & Competencies :
Preferred Experience, Skills & Competencies :
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 :
At TELUS, we are committed to diversity and equitable access to employment opportunities based on ability.
Pay Rate : $17.00 - $18.00 p / h
Additional Job Description
Are you looking for a new opportunity where you can provide high quality solutions to customers and drivers of a rideshare business? We are looking for individuals with shining personalities, who have strong emotional intelligence and soft skills, and a true passion for going the extra mile to assist customers during critical situations.
Our CSR's will participate in an intensive training program that is designed to provide the knowledge needed to become a highly-skilled advocate for our customers. All CSR's will be equipped with the tools needed to become instrumental in assisting rideshare customers and drivers reporting an incident during a rideshare service. Candidates must be incredibly empathetic, have a self-starter attitude, strong critical thinking and problem solving skills, the ability to regulate their own emotions, maintain strong resilience and tenacity, and ensure that an extraordinary service is provided to every customer.
Language Reference English
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.
Salary : $17 - $18
