The selected candidate’s tasks will include responding to customers’ requests for information about the products and services offered by the company, helping customers and providing them with meaningful information about how the service works, assisting customers who want to make changes to their configuration and service with GoCo (Telus), forwarding complex technical requests to the L2 and L3 support teams, receiving claims and complaints from dissatisfied customers, and finding solutions to resolve their problem or source of dissatisfaction.

Job requirements

• Minimum of 1 year's experience in a similar role

• Significant experience in customer service

• Excellent oral and written abilities in English

• AEC or DEC (attestation/certificate of collegial studies) in networks or equivalent (an asset)

• Understanding of traditional and IP telephony (an asset)

 Key expectations 

• Listen to customers, show empathy and understanding for their various needs, and adapt your communication style to customers

• Analyze the customer’s needs, synthesize them and offer written and verbal recommendations

• Communicate with customers in a timely manner to provide them with the necessary information and services, and to identify potential issues

• Gather information and consult with relevant colleagues as needed to ensure follow-up on customer requests

• Resolve customer service matters in a timely manner, including urgent issues

• Prioritize your tasks in order to respond to customer needs in the agreed timeframes, which can sometimes be tight