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Telus Logo

Bilingual Technical Customer Service Agent

Reference ID: ROL03436-18

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Do you share our passion for:
    •Advocating for our customers' needs and creating a personalize experience •Genuinely displaying humanity in every customer interaction •Being an exceptional communicator - listen, honest and clear •Getting things done by leveraging each other's unique talents •Proactively adapting to meet the changing needs of our customers

Position Overview:

TELUS Health Solutions is an IT leader in Canada that focuses on the health sector. It develops and manages solutions that automate transactions and the secure exchange of information to increase the process efficiency and quality of service of its customers.

Our mission is to improve the way information is being used along the continuum of care to better the health of citizens in Canada and in selected countries.

At TELUS Health Solutions, we are as driven to take on the next challenge as you are. Join the team at one of Canada's leading IT providers, and help us take our work-and your career-to exciting new places.

    •Managing and resolving incidents & service requests from customers via multiple channels •Responsible for incident notifications to TELUS clients for all major incidents •Handle the escalation of Tier 1 incidents from frontline agents •Primary responsibility is putting our Customers First •Develop a strong working knowledge of each clients products and services. •Follow standard Service Desk operating procedures •Serve as the single point of contact for all customer inquiries •Take ownership and responsibility of incidents from start through to resolution •Escalate issues appropriately wherever required in order to resolve issues as quickly as possible


Required Knowledge, Skills & Abilities:
    •Bilingual French/English •Must be flexible to work rotational shifts •A related post-secondary education or equivalent experience •Excellent customer service and problem-solving skills •Excellent communication skills (both verbal and written) •Must be team-oriented with the ability to accept responsibility and work with minimal supervision •Friendly presence and helpful attitude; good interpersonal skills •Good problem solving skills •Ability to handle constantly changing flow of traffic; remain productive during slow times, be able to multitask effectively during busy times, exercise patience and professionalism during stressful situations. •Proven ability to prioritize multiple tasks in a dynamic environment

Who is TELUS?

We're a high-performing team of individuals who collectively make TELUS one of the leading telecommunications companies in Canada. Our competitive consumer offerings include wireline, wireless, internet and Optik TV™. We also deliver a compelling range of products and services for small, medium and large businesses; and have carved out a leadership position in the health, energy, finance and public sector markets with innovative industry specific solutions.

TELUS Health is an IT leader in Canada that focuses on the health sector. Our mission is to improve the way information is being used along the continuum of care to better the health of citizens in Canada and in selected countries.

Everyone belongs at TELUS. It doesn't matter who you are, what you do or how you do it, at TELUS, your unique contribution and talents will be valued and respected. Because the more diverse perspectives we have the more likely we are to crack the code on what our customers want and our communities need.

Do you share our passion?

At TELUS, you create future friendly® possibilities.

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

Disclaimer: In accordance with the TELUS Health Solutions Data Center Security Policy, as a condition of employment, all personnel whose job functions require they work at a Data Center and/or have access to detailed knowledge of technology related to client service delivery, are subject to a Personnel Security Screening conducted through the Government of Canada.

Posted: December 11, 2018
Closes: February 9, 2019
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Company Info
10,000+ employees

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About Telus

TELUS (TSX: T, NYSE: TU) is Canada’s fastest-growing national telecommunications company, with $12.3 billion of annual revenue and 13.9 million customer connections, including 8.4 million wireless ...