Hybrid Customer Care Agent

About the Company

At TELUS, we connect Canadians to the people and information that matter most. We are a dynamic, world-leading communications and information technology company, driven by a desire to innovate and improve the lives of our customers. Our team members are at the heart of our success, and we foster a culture that encourages growth, collaboration, and a commitment to giving back to the communities where we live and work. Join us and be part of a company that is making a real difference.

Job Description

We are seeking a dedicated and enthusiastic Hybrid Customer Care Agent to join our Calgary team. In this pivotal role, you will be the first point of contact for our valued customers, providing exceptional support and resolving inquiries related to our range of telecommunications products and services. This is a hybrid position, combining the flexibility of working from home with the collaborative environment of our office, ensuring you have the best of both worlds. Your ability to empathize, troubleshoot, and communicate clearly will be key to creating positive customer experiences and fostering loyalty.

Key Responsibilities

• Respond to customer inquiries via phone, email, and chat in a professional and timely manner.
• Diagnose and resolve technical issues, billing questions, and service-related problems with accuracy.
• Educate customers on product features, services, and promotional offers to enhance their experience.
• Maintain detailed and accurate records of customer interactions and transactions in our CRM system.
• Collaborate with team members and other departments to escalate and resolve complex customer issues.
• Adhere to company policies and procedures, ensuring a high level of customer satisfaction and service quality.

Required Skills

• Exceptional verbal and written communication skills in English.
• Strong problem-solving abilities and a calm demeanor under pressure.
• Proficiency in navigating multiple computer applications and systems simultaneously.
• A genuine passion for helping people and delivering outstanding customer service.
• Ability to work effectively both independently and as part of a team.

Preferred Qualifications

• Minimum of 1 year of experience in a customer service or call center environment.
• Familiarity with telecommunications products and services.
• Experience using CRM software (e.g., Salesforce).
• Bilingualism (English and French) is considered a strong asset.

Perks & Benefits

• Comprehensive health, dental, and vision benefits.
• Competitive salary and performance-based incentives.
• Generous paid time off and holiday schedule.
• Employee discounts on TELUS products and services.
• Opportunities for professional development and career advancement.
• Access to wellness programs and employee assistance resources.
• A supportive and inclusive work environment with a focus on work-life balance.

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