Detalle de la Oferta

Descripción de la Oferta

General Description
The Client Solutions Specialistis responsible for delivering best-in-class service while strengthening customer loyalty and supporting retention efforts. They manage complex customer interactions with professionalism, demonstrating curiosity, strong communication and negotiation skills to resolve escalations effectively and maintain customer trust.
Through active listening and sound judgement, they identify root causes, overcome objections, and present solutions tailored to customer needs. With a strong knowledge of TELUS products and the competitive landscape, they confidently position added value.


Experience & Requirements
Excellent verbal and written communication skills with the ability to build rapport
Ability to use probing and soft skills to negotiate a win-win solution and support customer retention
Demonstrates perseverance through challenging customer conversations and maintains composure when facing objections
Sales-driven mindset with the ability to evaluate customer needs and proactively recommend upsell-driven solutions such as service packages, upgrades, or add-ons that maximize value
Proven track record of consistently achieving weekly/monthly sales targets on both an individual and team level
Willingness to continuously learn and adapt to account/program updates and competitor offers
Solutions-based approach showcasing curiosity and ensuring ownership of the situation and resolution on the first call
Basic computer literacy and ability to navigate CRM tools and support systems
Ability to work flexible hours, including evenings, weekends, or holidays as needed
Adherence to scheduling and productivity requirements
At least 1 year of experience in customer service, sales, or a related field (Desirable)



Key Responsibilities
Customer Interaction & Support
Provide accurate and timely customer service to address complex inquiries, concerns and complaints
Display strong emotional intelligence and soft skills by actively acknowledging customer frustration and ensuring satisfaction
Sales Generation
Identify customer needs through probing questions and active listening to offer appropriate solutions
Effectively communicate product benefits to align with customer needs and generate interest.
Proactively engage with customers to promote and cross-sell TELUS products and services
Ongoing Learning & Adaptation
Stay informed on program updates through email communications and training sessions
Apply updated knowledge in customer interactions
Consistent use of knowledge base to maintain product and process knowledge
Performance Monitoring
Track personal performance against set metrics
Actively seek feedback to improve service delivery and meet/exceed targets
Professional Development
Take ownership of personal development
Engage in coaching and mentoring sessions and pursue opportunities for upskilling and career advancement
Team Collaboration
Collaborate effectively with your peers and support Team Leader initiatives
Participate in team evaluations and performance reviews to identify growth areas