Specific Responsibilities May Include:

• Provide extraordinary customer service to our Premium card members

• Own the planning, research,  and execution of customized travel experiences

• Build professional relationships and rapport with our Premium card members in order to deliver personalized customer experiences

• Receive and send emails and phone calls to service providers (airlines, hotels, car rental companies)

• Follow-up communications with card members (email, outbound call) to complete reservations, notify of schedule changes, etc.

• Resolve issues that may arise with card members with a sense of urgency with proper supervision

• Commitment to high-quality customer service by ensuring response to calls and emails are resolved in a timely and professional manner

• Deliver the brand promise every day

Required Experience, Skills & Competencies:

• Minimum 1-2 years of strong customer service experience; having interacted with customers to provide resolutions and fulfill customer requests

• A true passion for travel; personal travel experience required

• Knowledge of international and domestic geographical locations, proper spelling of locations, points of interest, etc.

• Strong computer and internet navigation skills

• Strong service mentality with a willingness to go above and beyond for every customer

• Ability to service a Premium customer by exuding confidence and knowledge during all customer interactions

• Strong resilience and tenacity to overcome negative interactions and effectively problem solve

• Solutions driven with effective consultative and critical thinking skills, having the ability to listen to and anticipate customers’ needs, in turn offering confident recommendations

• Possess a can-do attitude, curiosity and a healthy competitiveness

• Adaptable to change with the ability to think on their feet in order to accomplish goals

• Self-reliant and able to thrive under pressure in order to handle critical situations 

• Able to think outside the box to come up with innovative solutions

• Reliability and integrity driven; possessing enthusiasm and commitment in their work

• An effective team player who is able to also work independently

• Excellent grammar, enunciation, pronunciation, syntax verbal and written skills

• Demonstrate robust multi-tasking skills (e.g. able to log calls and interact with the customer simultaneously)

• Resourceful in finding answers using available tools, best practices, and creative thinking

• High professional standards and the 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: 9:00 am - 1:30 am PST | 12:00 pm - 4:30 am EST | 7 days a week (subject to change based on business needs). Training schedule: 10:00 am - 6:30 pm PST | Sunday thru Thursday up to 14 weeks (subject to change based on business needs)

• High school diploma or equivalent

Preferred Experience, Skills & Competencies:

• Previous call center experience

• Previous hospitality experience

• Experience booking travel using professional booking tools

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.