Customer Sales & Service Representative
Join our team
temporary role is a 6-month development opportunity
The impact you'll make and what we'll accomplish together
What you'll do
On a typical week, you'll divide your time across several key responsibilities:
• Respond to customer privacy inquiries (approximately 60% of your time): Provide timely resolution to TELUS Consumer Solutions customer privacy inquiries, handling questions about TELUS' data practices, investigating privacy incidents, and responding to customers' requests for information across all three brands
• Manage escalations (approximately 20% of your time): Utilize sound judgment and decision-making to support customers and internal teams with privacy escalations. You'll manage ambiguous and complex situations while maintaining the highest standards of customer service and empathy
• Collaborate across teams (approximately 20% of your time): Coordinate with our Legal, Compliance, and Customer Operations teams to align on customer response strategies and resolution approaches. You'll work cross-functionally to ensure complex privacy cases are resolved thoughtfully
• Maintain confidential records: Keep confidential electronic records systems, formats, and information current and accurate. Meticulous attention to detail in documentation is essential to this responsibility
• Adapt and prioritize: Prioritize and adjust priorities in a fast-paced, changing environment with agile efficiency to meet deadlines and customer expectations
What you bring
Must-Have Skills & Experience:
• Bilingual proficiency: Fluent in both French and English, with professional written and verbal communication skills. (This is required for this position to serve our full customer base.)
• Customer service excellence: Passionate about providing exceptional customer experiences, with proven ability to overcome objections and handle both favourable and unfavourable customer interactions with professionalism and empathy
• Technical competencies: Accurate keyboarding and data entry skills; comfortable learning and using confidential electronic record systems
• Meticulous attention to detail: Strong record-keeping abilities and the ability to maintain accuracy while managing multiple priorities simultaneously
• Collaboration and independence: Thrive in a collaborative team environment, but can also work independently with minimal supervision when needed
• Adaptability: Ability to prioritize and multi-task while maintaining a high level of attention to detail; ability to adapt to demands in a fast-paced, changing environment
Nice to Have
• Previous experience in a privacy, compliance, or regulated environment (such as finance, healthcare, or telecommunications)
• Understanding of TELUS Privacy Commitment and Canadian privacy laws and regulations
• Experience mentoring or guiding teammates on complex issues
• Enthusiasm for continuous learning in a dynamic environment and willingness to share knowledge with colleagues
Advanced knowledge of English is required because you will most of the time interact in English with external parties (clients, suppliers, candidates, external partners, etc.); interact in English with internal parties (colleagues, internal partners, stakeholders, etc.); and work with IT tools whose interface is only accessible in English as part of this position's main responsibilities given its national scope.
Not included in the source posting: qualifications, benefits.
Skills
Who can apply
The employer didn't state any visa, work authorization, citizenship or clearance requirements in this posting. Confirm with the employer before applying.
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