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Description et exigences
Specific Responsibilities May Include:
Provide customers with outstanding service in all stages of their experience from website navigation and account settings to product selection and support
Maintain a high level of confidentiality and ensure compliance with company policies and external regulations
Analyze, distill, and distribute feedback to team leaders and team located at Mountain View Headquarters to continually improve the customer experience
Ongoing focus on improving support processes to increase efficiency and allow the team to maintain a high level of support as the customer base grows
Other ad hoc duties as assigned by leadership
Required Experience, Skills & Competencies:
Basic computer knowledge
Previous interactive customer service experience
Strong customer service orientation with an upbeat, people-minded personality and a willingness to go above and beyond for every customer
Emotional Intelligence
Impeccable rapport building
Able to identify customer’s tone and mood and adjust conversation to meet and engage the customer
Detailed oriented with the ability to identify small cues during CX interactions in order to drive the conversation
Empathetic and sympathetic
Genuine passion and innate desire to learn more about personal genetics and biology in order to better assist customers
Ability to effectively communicate concepts to individuals with a wide range of experience using computers and limited scientific understanding
Excellent grammar, enunciation, pronunciation, syntax, verbal and written skills
Comfort with working both independently and as part of a collaborative team
Resourceful in finding answers using available tools, best practices, and creative thinking to provide the best solution
Have resilience and tenacity to overcome negative interactions and effectively problem solve
Technical savvy and ability to quickly learn our support platform and product functionality
Ability to multitask and prioritize workload among conflicting demands
Strong analytical and critical thinking skills
Highly developed sense of integrity and commitment to customer satisfaction
A pleasant, patient and friendly attitude
Possess a strong work ethic and team player mentality
Professionalism and ability to work with diverse personalities
Flexibility to work a 40 hr work week during any day/any shift as needed within the program’s hours of operation: 24 hours per day | 7 days a week (subject to change based on business needs)
High school diploma or equivalent
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.
Description supplémentaire du poste
Do you have a passion for delivering excellent customer support and an interest in learning more about personal genetics? If so, a role in customer care at TELUS may be the perfect fit for you. We are hiring Customer Service Representatives (CSR) for our client, a leading consumer genetics and research company offering customers genetic DNA testing for health and ancestry. You’ll have the opportunity to learn about our business and the personal genetics industry while interacting directly with customers as part of a motivated and collaborative team. You should be a naturally curious problem solver with the ability to communicate effectively with diverse audiences.
The CSR’s main responsibility will be to research and resolve customer questions, while also creating an exciting, personalized customer experience. Direct support is primarily via Email and telephone; Chat and Social Media are also used.
Note: This position is not a remote/work-from-home position. All team members are expected to report to our onsite facility located at 2251 S Decatur Blvd, Las Vegas, NV for all working hours, including the training period.
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