Client Relations Specialist Jobs

Position Overview:

Our Client Relations Specialists are responsible for completing quality assurance outbound calls with the objective to obtain feedback from clients regarding services that were accessed previously, with the purpose of ensuring client satisfaction with the service(s) provided, as well as recommending additional support as appropriate

Note: This position is fully remote. All candidates must be able to meet all work from home requirements listed below. In order to be considered for this opportunity, applicants must reside in one of the following locations

• Canada
• Alberta, British Columbia, or Ontario, Canada

Specific Responsibilities May Include:

• Data entry of client details and administrative follow up work within Microsoft Excel, Microsoft Word, etc.
• Assess client needs and recommend additional EAP service(s) as appropriate
• Provide back-up support to Client Care inbound clients as needed
• Complete quality assurance outbound calls to EAP clients who have previously accessed services
• Gather client feedback regarding previous experience, and action accordingly (i.e. book service, file formal complaint or compliment)
• Take on other responsibilities as requested

Required Experience, Skills & Competencies:

• Ability to pass a criminal background check which may consist of federal fingerprinting
• Empathetic and able to support clients who may have negative feedback regarding their service experience
• Ability to adapt quickly and embrace change
• Ability to cope with incoming calls and conducting high volume of outbound calls, working well under pressure
• Fluent in English (read, write and speak) and for bilingual roles, fluent in both English and French
• Passionate about helping others, able to provide empathy when necessary
• 2+ years of interactive Customer Service experience and previous outbound calling experience
• Working knowledge of Microsoft Excel
• Excellent customer service skills with strong written and verbal communication skills
• Enjoys working towards targets around call volumes and call quality with the ability to meet and exceed goals
• Technical savvy
• The flexibility to work any shift assigned between the hours of operations of 24 hours per day 7 days per week. Shifts will be 8 hours per day 5 days per week, so weekend and evening availability is required.
• Ability to assess client need, ask probing questions and recommend appropriate service(s) with confidence

Preferred Experience, Skills, & Competencies:

• Previous experience in working in a service centre / call centre environment.
• A bachelor’s degree, college diploma or equivalent post-secondary education in a subject such as Psychology strongly preferred (or similar work experience)

Work-From-Home Requirements:

• Understand own network environment at home
• Established home internet connectivity; minimum internet download speed of 15 mbps | upload speed of 10 mbps
• Ability to troubleshoot own devices & connectivity
• Dedicated, private home workspace free of distractions and interruptions

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:

• We grow together through spirited teamwork
• We passionately put our customers and communities first
• We embrace changes and innovate courageously

At TELUS, we are committed to diversity and equitable access to employment opportunities based on ability.

Additional

Position Overview:

Our Client Relations Specialists are responsible for completing quality assurance outbound calls with the objective to obtain feedback from clients regarding services that were accessed previously, with the purpose of ensuring client satisfaction with the service(s) provided, as well as recommending additional support as appropriate

Note: This position is fully remote. All candidates must be able to meet all work from home requirements listed below. In order to be considered for this opportunity, applicants must reside in one of the following locations

• Canada
• Alberta, British Columbia, or Ontario, Canada

Language Reference

English

EEO Statement

At TELUS International, we enable customer experience innovation through spirited teamwork, agile thinking, and a caring culture that puts customers first. TELUS International 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 International, 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.