Do you live, breathe, and sleep customer care? We do – every single one of us. We understand what a great customer experience is. It’s not just about doing your job, it’s about making sure that the person on the other end of the phone knows you care. Most importantly, we believe every one of our more than 12 million customers deserves to be heard, cared about, and treated with respect. That’s how we put our customers first – one at a time, each and every day.
Our approach to service is not your typical customer contact – you will connect with customers in a number of different ways including on the phone, over online chat, and through email, just to name a few. You will be empowered to provide end-to-end support, and encouraged to problem solve and take accountability for the customer experience.
If you’re on board with this kind of customer experience, then this is the team for you.
No one does it alone at TELUS. Our contact centre teams are small and supportive. We know that delivering incredible service requires a lot of teamwork and you can count on the experience and expertise of your team mates to keep you informed, energized, and enthusiastic. Plus, we throw a pretty good party. At TELUS, we make sure to celebrate and recognize our team members regularly.
We’ve got you covered for both on-the-job training and skills development that will help you build the career you want. There are many different career paths available within our contact centres, and if you have the drive and desire to keep learning and developing, we’re here to help. Not only do we support your development, but we encourage our team members to participate in process improvement workshops, share their expertise and feedback, and help us implement their innovative ideas.
In our world class contact centre, our job is to provide a world class customer experience – that means being available when customers need us. We know that it isn’t always easy, but we also want you to enjoy your job, so we’re doing what we can to make that happen. Advance schedules and the ability to trade or give away shifts are a few of the options available to you. And, there’s also our at-home-agent program, which lets certain teams and team members work from home.
As part of our contact centre team, you are on the front line, helping us build and strengthen our bond with Canadians and reminding every single one of our customers why they chose TELUS in the first place. We can’t think of any other role that more directly affects the success of our business. You are the face of TELUS and the heart of our brand promise. It’s a big deal to us and, if you get that, then you should join us.
Being a part of the contact centre team has allowed me to feel more empowered. Our approach to customer service caters directly to our customers, and allows us to provide the best possible experiences. As part of a team rolling out a new service model, I’ve had to have courage in the face of change, adapt to a new environment, and help improve customer and team member experiences. Has it been hard? Yes! We deal with complex customer issues, and system and process enhancements – and it all requires teamwork and adaptability. Is it worth it? Absolutely! I feel like I finally have the necessary tools to go above and beyond on every call, thanks to our focus on teamwork and knowing that we are making a huge impact.
The contact centre team offers a great work environment and the satisfaction I get working closely with my colleagues and customers is a remarkable feeling. The support I get from my team mates and management inspires me to challenge myself to do better every day.
I joined TELUS in 2007 as a contact centre team member on the Consumer Chinese team. Over the following four years, I was encouraged by my managers to think about my future career path. With their support, I was given multiple opportunities – including taking on leadership roles and temporary positions in other teams. I was able to expand my knowledge, develop my personal network, and establish mentor relationships. As a result, I moved over to our Small Business team in 2011. Now, five years later, I continued to progress throughout TELUS and am now with a new team piloting a transformational project and developing my process improvement abilities. What’s next? I have set my sights on a Business Analyst role, directly focused on process improvement, and am very confident I will one day reach this goal with the support I continue to receive from my managers and peers.