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Informação básica

Ref Number

Req_00173004

Primary Location

PH - Manila - Araneta Center

Country

Filipinas

Descrição e requisitos

The Frontline Agent for the DIY Blended program will handle routine or common user questions, issues, or errors related to the HRB product suite, which includes all web-based DIY products. Agents will engage with clients via both voice and chat platforms, ensuring they meet service levels and performance metrics. Agents are expected to provide exceptional customer service, document each contact, and resolve issues using the HRB-provided knowledge base and tools


Experience:

  • High School Diploma or equivalent.

  • Minimum of six (6) months of call center experience.

  • Fluent in English (both conversational and written)


Technical Skills:

  • Proficient in navigating computer applications, Microsoft Windows/Safari operating systems, and web-based applications.

  • Ability to type at least 35 words per minute with accuracy.


Communication Skills:

  • Clear and effective verbal communication.

  • Strong writing skills for capturing case notes and dispositions.

  • Demonstrated empathy, composure, and pleasant tone.

  • Ability to convey complex information in a clear and concise manner.


Additional Requirements:

  • Must pass a background check.

  • Preferred candidates will have secondary schooling degrees or certificates and one or more years of experience in Customer Service Contact Center experience (DIY and Emerald)

EEO Statement

At TELUS Digital, we enable customer experience innovation through spirited teamwork, agile thinking, and a caring culture that puts customers first. TELUS Digital is the global arm of TELUS Corporation, one of the largest telecommunications service providers in Canada. We deliver contact center and business process outsourcing (BPO) solutions to some of the world's largest corporations in the consumer electronics, finance, telecommunications and utilities sectors. With global call center delivery capabilities, our multi-shore, multi-language programs offer safe, secure infrastructure, value-based pricing, skills-based resources and exceptional customer service - all backed by TELUS, our multi-billion dollar telecommunications parent.

Equal Opportunity Employer

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 applicants’ qualifications, merits, competence and performance without regard to any characteristic related to diversity.
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