Job Description

Description

Create awesome experiences for our customers.

Our team and what we\'ll accomplish together

Do you thrive in a fast-paced, customer and team-centric environment?

Are you a detail-oriented person with good time-management and organizational skills who loves working on solving problems using creative solutions?

Customer Success Service Management (CSSM) is looking for a dynamic person to join our national team whose overarching goal is to provide a positive customer experience, increase sales capacity while driving critical improvements to our business. The successful candidate will partner directly with team members across TELUS\' value chain. You will work directly with business customers to resolve their issues as quickly as possible by gathering data from numerous sources, identifying and summarizing the resolution, coordinating corrections, capturing root cause data and deliver end to end Service Improvement Plans in order to drive continuous improvement.

Our team members include people like you - enthusiastic, innovative, passionate and energetic. We believe that you\'ll find our high-performance culture personally fulfilling and professionally challenging with the opportunity to take your already thriving career to the next level.

What you\'ll do

• YOU are a strategic thinker with excellent organizational skills and a knack for capturing and evolving the big picture
• YOU are able to build out the appropriate action plan and taking it across the finish line
• YOU foster positive relationships by being courteous, transparent, and bringing the right players to the table
• YOU assess risk against the needs of the business and use critical thinking to drive positive outcomes
• YOU like to dig to get to the bottom of things and understand what is driving outcomes
• YOU are an eager learner
• YOU understand the importance of a customer-centric approach to service management
• YOU are a team player, able to work with a variety of teams across the value chain; executive leadership, C-suite
• YOU are comfortable with talking to a customer in a high-priority escalation situation
• YOU build strong and effective relationships and communicate professionally and with transparency
• YOU advocate for the customer internally to ensure optimal customer experience
• YOU collaborate and partner with internal teams and team members to drive improvements, solve customer issues in a timely manner
• YOU are curious, ask questions, assess and challenge
• YOU understand and facilitate processes improvement opportunities
• YOU are comfortable with grey\xe2\x80\xa6black and white does not exist in this team
• YOU demonstrate grit and tenacity and you are a hands-on learner

Qualifications

What you bring

• Communication Skills: Clear, concise and influential in all aspects of communication to various audiences
• Strong Methodical Approach to Problem Solving: Ability to analyze data to collaborate and problem solve complex customer issues
• A Love for a fast-paced Environment: Comfortable working in a continuously changing, dynamic environment
• Positive Attitude in the Face of Ambiguity: Able to navigate ambiguous situations and identify what actions are required to resolve the issues our customers are facing
• Customers First Passion: Experience in a customer-facing/operational environment
• 3-5 years of Client Service Management Experience
• 1-3 years of Project Coordinator Experience
• Undergraduate or post-graduate degree
• Post-secondary diploma/certification

Great-to-haves

• Knowledge of TELUS products and processes
• Knowledge of TELUS Wireline & Wireless systems
• Knowledge of TELUS order management, solution and delivery

A bit about us

We\xe2\x80\x99re a people-focused, customer-first, purpose-driven team who works together every day to innovate and do good. We improve lives through our technology solutions and foster a culture of innovation that empowers team members to solve complex problems and create remarkable human outcomes in a digital world.

You\xe2\x80\x99ll find our engaging, high-performance culture personally fulfilling, professionally challenging, and financially rewarding. We\xe2\x80\x99re committed to diversity and equitable access to employment opportunities based on ability. Your unique contributions and talents will be valued and respected here. When you join our team, you\xe2\x80\x99re helping us make the future friendly.

Note for Quebec candidates: if knowledge of English is required for this position, it is because the team member will be asked, on a regular basis, to interact in English with external or internal parties or to use English applications or software as part of their tasks.

Contact Centre

Do you live, breathe, and sleep customer care? We do \xe2\x80\x93 every single one of us. We understand what a great customer experience is.

We are honoured to be recognized

1.98 million
High-speed Internet subscribers

1.16 million
TELUS TV customers

15.5 million
Residential and wireless subscribers

Accessibility

TELUS is proud to foster an inclusive culture that embraces diversity. We are committed to fair employment practices and all qualified applicants will receive consideration for employment.

We offer accommodation for applicants with disabilities, as required, during the recruitment process.

Telus