About the Company
Telus Communications is a dynamic and leading telecommunications company in Canada, committed to connecting Canadians with the world through cutting-edge technology and exceptional customer service. We empower our team members to innovate and excel in a supportive and inclusive environment, driving forward our mission to make the future friendly. Join a company that values community, sustainability, and making a positive impact.
Job Description
Are you a highly empathetic and articulate individual with a passion for helping others? Telus Communications is seeking a dedicated Online Response Agent to join our remote customer support team. In this critical role, you will be the first point of contact for our customers, providing timely and effective assistance through email and live chat channels. This is an excellent opportunity for individuals who thrive in a fast-paced environment and are committed to delivering a superior customer experience. You will play a vital role in resolving inquiries, troubleshooting issues, and ensuring customer satisfaction without the need for phone interactions.
Key Responsibilities
- Respond promptly and professionally to customer inquiries via email and live chat platforms.
- Identify and resolve customer issues efficiently, providing accurate information and solutions.
- Guide customers through troubleshooting steps for various services and products.
- Maintain a high level of customer satisfaction through clear, concise, and friendly communication.
- Document all customer interactions and resolutions accurately in the CRM system.
- Collaborate with internal teams to escalate complex issues and ensure timely follow-up.
- Stay up-to-date with product knowledge, service updates, and company policies.
- Contribute to team goals by maintaining productivity and quality standards.
Required Skills
- Excellent written communication and grammar skills in English.
- Proficiency in typing and navigating multiple systems simultaneously.
- Strong problem-solving abilities and a keen eye for detail.
- Demonstrated empathy and patience when interacting with customers.
- Ability to work independently in a remote setting with minimal supervision.
- Basic computer literacy and comfort with various software applications.
Preferred Qualifications
- Previous experience in online customer support, email, or chat roles.
- Familiarity with CRM software (e.g., Salesforce, Zendesk).
- Experience in the telecommunications industry.
- Ability to adapt quickly to new technologies and processes.
Perks & Benefits
- Comprehensive health and dental benefits package.
- Generous paid time off and holiday schedule.
- Opportunities for career growth and professional development.
- Employee assistance program for mental wellness.
- Discounts on Telus products and services.
- Supportive remote work environment with a strong team culture.
How to Apply
If you are interested in this position, please click the "Apply Now" button below. To ensure your application is properly considered, please prepare the following:
- An up-to-date Resume or CV
- A brief cover letter summarizing your experience and motivation
Applications are reviewed on a rolling basis. Only shortlisted candidates will be contacted for an interview.
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