Description
Position Overview:
Customer Service Representatives (CSRs) play a vital role in assisting users on a major multinational retail e-commerce platform. Their primary responsibility is to ensure that merchants, partners, and buyers utilizing the online retail platform receive prompt, thorough, and compelling solutions to enhance their business success. CSRs are tasked with delivering high-quality customer service in every interaction, ensuring customers receive the necessary information and assistance. All representatives undergo comprehensive paid training, and their support capabilities expand as they gain proficiency through a combination of classroom and hands-on learning experiences.
Note: This full-time position is a work-from-site opportunity. All candidates must be able and willing to commute to and work from our site located in Montreal, Canada. Remote opportunities are not available.
Specific Responsibilities May Include:
- Provide platform users with prompt, comprehensive solutions and product/services recommendations through diverse channels (chat, email, phone), ensuring they receive top-quality care and attention for the following types of transactions:
- registration and administration of domains
- online storefront customizations and status management
- plan selection, upgrade and cancellations
- account retrieval
- Troubleshoot software and hardware issues, offering concise guidance to platform users through multiple channels for swift issue resolution enabling their business growth
- Participate in enhancing the ongoing development of our knowledge base, ensuring the maintenance of current and user-friendly resources for the ultimate benefit of our platform users
- Explain solutions in uncomplicated language with positive positioning that all platform users, regardless of technical expertise, can easily comprehend
- Demonstrate flexibility and adaptability by working on different teams based on the needs of our platform users and our organization
- Embrace changing roles and responsibilities to provide support where it is most needed
- Stay updated on our evolving product and support offerings, services, and the latest tech, continuously expanding your expertise to efficiently assist platform users and recommend new features that can enhance their business
- Ad hoc duties as assigned
Required Experience, Skills & Competencies:
- 2-5 years of working experience, including a minimum of 2 years of interactive customer service position where customer rapport building and offering meaningful solutions was an expectation
- Fluent in English (C1 level) with excellent grammar, enunciation, pronunciation, and syntax in both verbal and written communication
- Excellent typing skills with a minimum speed of 30 WPM
- Demonstrates exceptional reliability through consistent attendance and punctuality, adapting to dynamic scheduling in both training and production environments
- Maintains professionalism under pressure and during challenging interactions, exuding confidence and knowledge with premium customers
- Solutions-driven with strong consultative and critical thinking skills, anticipating and addressing customers' needs confidently
- Able to troubleshoot basic technical issues independently while maintaining high-quality customer service standards
- Demonstrates robust multi-tasking skills, managing multiple chats, documenting information, and interacting with customers simultaneously
- Efficiently resolves problems by identifying issues, searching for existing solutions, and documenting new ones as needed
- Proactively evaluates information accuracy, determining if updates or edits are required
- Experienced in managing relationships with internal and external stakeholders, customers, and clients
- Interacts effectively with diverse customers and co-workers, demonstrating cultural sensitivity and awareness
- Takes initiative and executes plans quickly with minimal supervision
- Displays strong self-motivation and ownership of personal goals and expectations
- Adapts quickly to new technologies, showing curiosity and proficiency in technological applications
- Adapts readily to evolving policies and procedures while maintaining performance standards
- Embraces constructive feedback as opportunities for professional growth and development
- Demonstrates a genuine passion for learning and acquiring new knowledge daily
- Ability to pass a background check which may include federal fingerprinting and security clearance
- The flexibility to work any shift assigned, including training shifts, between the hours of operations of 5:00 am to 12:00 am ET, Monday through Sunday. Shifts will be full-time, so weekend and evening availability is required
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 passionately put our customers and communities first
- We embrace changes and innovate courageously
- We grow together through spirited teamwork
At TELUS, we are committed to diversity and equitable access to employment opportunities based on ability.
Représentant(e) du service client
Intitulé du poste : Représentant(e) du service client
Profil de poste : Représentant du service à la clientèle – Niveau débutant
Département : Opérations – Shopify
Supérieur hiérarchique : Chef d’équipe des opérations
Aperçu du poste
Les représentant(e)s du service client (RSC) jouent un rôle essentiel en assistant les utilisateurs d’une importante plateforme mondiale de commerce électronique. Leur principale mission est de s’assurer que les commerçants, partenaires et acheteurs utilisant la plateforme reçoivent des solutions rapides, complètes et pertinentes afin de favoriser leur succès.
Les RSC offrent un service de haute qualité à chaque interaction en veillant à ce que les utilisateurs reçoivent les informations et l’assistance nécessaires.
Une formation complète et rémunérée est offerte à tous les nouveaux employés, et leurs compétences en assistance s’élargissent progressivement à travers des modules en classe et des expériences pratiques.
Remarque : Ce poste à temps plein est basé sur site. Tous les candidats doivent être en mesure de se rendre sur le site de Montréal, Canada, et y travailler. Le télétravail n’est pas offert.
Responsabilités principales
- Fournir aux utilisateurs de la plateforme des solutions complètes et des recommandations de produits/services via différents canaux (chat, email, téléphone), incluant :
- l’enregistrement et la gestion des domaines
- la personnalisation des boutiques en ligne et la gestion des statuts
- la sélection, la mise à niveau ou l’annulation de forfaits
- la récupération de comptes
- Diagnostiquer les problèmes logiciels et matériels, et fournir des conseils clairs et concis par différents canaux pour une résolution rapide.
- Participer à l’enrichissement continu de la base de connaissances afin de maintenir des ressources actuelles et faciles à comprendre.
- Expliquer les solutions de manière simple et positive, accessible à tous les niveaux de compétence technique.
- Faire preuve de flexibilité en rejoignant différentes équipes en fonction des besoins de la plateforme et de l’organisation.
- Accepter les changements de rôle et de responsabilités pour apporter un soutien là où il est le plus nécessaire.
- Se tenir informé(e) des nouveaux produits, offres de services et technologies, afin de recommander des fonctionnalités adaptées aux besoins des utilisateurs.
- Effectuer toute autre tâche ponctuelle assignée.
Expérience, compétences et aptitudes requises
- 2 à 5 ans d’expérience professionnelle, dont au moins 2 ans dans un rôle de service client interactif.
- Maîtrise de l’anglais (niveau C1) à l’écrit et à l’oral, avec une excellente grammaire, prononciation et articulation.
- Excellente vitesse de frappe (minimum 30 mots/minute).
- Fiabilité exemplaire en termes d’assiduité et de ponctualité, y compris durant la formation et en production.
- Professionnalisme en situation de stress, avec assurance face à des clients exigeants.
- Capacité à proposer des solutions réfléchies et pertinentes en anticipant les besoins des clients.
- Capacité à résoudre des problèmes techniques simples de manière autonome.
- Excellentes aptitudes en multitâche : gestion simultanée de plusieurs discussions, saisie de données et communication client.
- Efficacité dans la recherche et l’application de solutions existantes, et capacité à en documenter de nouvelles.
- Esprit critique dans l’évaluation de la précision des informations et suggestion d’améliorations.
- Expérience dans la gestion de relations internes et externes.
- Bonne communication interculturelle et sensibilité à la diversité.
- Initiative personnelle et capacité à agir rapidement avec peu de supervision.
- Fort engagement personnel et capacité à atteindre ses objectifs.
- Adaptabilité rapide aux nouvelles technologies, avec curiosité et aisance digitale.
- Souplesse face à l’évolution des politiques et procédures internes.
- Ouverture au feedback constructif dans une logique de progression continue.
- Passion sincère pour l’apprentissage quotidien.
- Capacité à réussir une vérification des antécédents incluant empreintes digitales et autorisation de sécurité.
- Flexibilité pour travailler sur n’importe quel créneau horaire, y compris le week-end et les soirées, entre 5 h et minuit (heure de l’Est), du lundi au dimanche.
Valeurs de TELUS
Chez TELUS, nous croyons en la puissance des valeurs pour réussir dans un environnement en constante évolution.
Les candidats doivent démontrer des comportements en lien avec nos valeurs fondamentales :
- Nous mettons nos clients et communautés au premier plan, avec passion.
- Nous embrassons le changement et innovons avec audace.
- Nous grandissons ensemble grâce à un esprit d’équipe engagé.
Chez TELUS, nous nous engageons à promouvoir la diversité et à assurer un accès équitable aux opportunités d’emploi, basé sur les compétences.
About Company:
TELUS Digital is the customer experience transformation partner to the world's most admired brands. Our diverse team weaves data, technology, and human ingenuity to deliver differentiated customer journeys, drive operational effectiveness, and scale AI solutions with meaningful value and positive impact.
We craft real-world solutions in the moments that matter, from customer acquisition to lifelong loyalty. Enabled by our global reach - spanning 78,000 experts in 33 countries - and deep industry expertise, we help over 600 organizations make the customer experience feel effortless.
Our solutions span Data & AI, Digital Experience & IT, CX Management and Trust & Safety. At the core of our innovation is Fuel iX™, an enterprise-grade generative AI platform that helps clients safely access and optimize leading LLMs to scale their own AI from pilot to production.
Equal Opportunity Employer Statement
At TELUS Digital, 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 applicant's qualifications, merits, competence and performance without regard to any characteristic related to diversity.
About Company:
TELUS Digital is the customer experience transformation partner to the world's most admired brands. Our diverse team weaves data, technology, and human ingenuity to deliver differentiated customer journeys, drive operational effectiveness, and scale AI solutions with meaningful value and positive impact.
We craft real-world solutions in the moments that matter, from customer acquisition to lifelong loyalty. Enabled by our global reach - spanning 78,000 experts in 33 countries - and deep industry expertise, we help over 600 organizations make the customer experience feel effortless.
Our solutions span Data & AI, Digital Experience & IT, CX Management and Trust & Safety. At the core of our innovation is Fuel iX™, an enterprise-grade generative AI platform that helps clients safely access and optimize leading LLMs to scale their own AI from pilot to production.
Equal Opportunity Employer Statement
At TELUS Digital, 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 applicant's qualifications, merits, competence and performance without regard to any characteristic related to diversity.
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