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Loyalty & Retention Representative- Cantonese or Mandarin


Burnaby, British Columbia, CA

Req ID:  28589
Jobs by Category:  Contact Centre
Job Function:  Customer Service
Status:  Part Time
Schedule:  Regular

Do you share our passion for:

•    Advocating for our customers’ needs and creating a personalize experience
•    Genuinely displaying humanity in every customer interaction
•    Being an exceptional communicator – listen, honest and clear
•    Getting things done by leveraging each other’s unique talents
•    Proactively adapting to meet the changing needs of our customers

Key Responsibilities:  
The Loyalty and Retention role offers you the opportunity to be the voice of the TELUS Future Friendly Home (FFH) team.  Together with the customer, you will analyze product and service requirements and develop positive solutions that are mutually beneficial for the customer and for TELUS.  Our first objective is to resolve complaints and reduce product cancellation by promoting client loyalty. Handling client queries related to accounts and billing, programs, promotions/campaigns and products and services will underpin our competitive advantage.  

The Challenge:  
Your immediate and ongoing challenge is to ensure that customer needs are understood, and that appropriate solutions are presented and sold.  This means that complaints are addressed at the first point of contact whenever possible.  You will develop and sustain cooperative and productive interdepartmental relationships to expedite problem resolution.  


What's in it for you?   

At TELUS, we understand that a big part of our success comes from the people we hire, which is why we honor our employees with an excellent compensation package with a starting wage of $24.09 per hour. You can also take advantage of our campus setting complete with paid training programs, state-of the-art equipment and career development planning that will help you gain the tools needed to help you shift your career into high gear in various exciting roles, including quality coaching, floor support, front-line management, training and IT support.  Also, in order to ensure your success in your new role, you will be provided with a minimum of 12 weeks full-time paid training for which you must be available to attend.  

After training you may be scheduled to work up to 37.5 hours per week.  We are hiring part-time positions for an October 17 start date.    

Our culture supports a learning-based environment supported by pay-for-performance and a personal life balance.  

The TELUS At Home Agent Program is an innovative work arrangement that enables team members to carry out their work responsibilities from home, rather than from the traditional office location.  An At Home Agent is able to work from a dedicated workspace within their homes using the same desktop tools as a team member who works in the office. All new employees start in the office environment for training. 


Required Skills and Abilities:  

  • Successful experience in a sales role and customer service environment.
  • Mathematical aptitude.
  • Familiarity with TELUS products and services.
  • Familiarity with competitive communication voice and data/IP products and services is an asset.
  • Ability to apply negotiation and retention strategies to promote client loyalty in both and inbound/outbound environment.
  • Demonstrated ability in needs assessment to upsell products and services.
  • Ability to handle escalated client issues and provide effective solutions to promote client loyalty.
  • Ability to present a professional image and communicate effectively.
  • Aptitude for customer service.
  • Aptitude for sales.
  • Must possess keyboarding skills.
  • Maintain a high degree of accuracy and attention to detail.
  • Ability to effectively compile information, analyze data and make sound judgments.
  • Must possess Personal Computer navigational skills.
  • Demonstrated professional oral and written communications skills.
  • Fluent in English and/or Cantonese and Mandarin
  • Self-motivated, work well with minimal or no direct supervision.
  • Ability to effectively handle both favourable and unfavourable customer interactions.
  • Demonstrated ability to identify problems and situations, take appropriate action, implement solutions or escalate as required.
  • Ability to work effectively in a team environment and collaboratively with other departments.
  • Maintain a high level of performance under the pressure of time constraints and a fast-paced changing environment.
  • Demonstrated ability in planning and organizing to meet scheduled deadlines.
  • Commit to continuous learning. Demonstrate the ability to learn and apply learned skills to related situations and complete and pass all related exams.
  • Must meet applicable testing requirements.

Additional Requirements:  

Must be available to attend a minimum of 12 weeks full-time paid training - this will be "return to office hybrid training" - meaning that your first 10 days of training will require you in office and then you will train from home and then you will be back in office to finish out your    training.  More information to come on this.

Hours of operation:  

The L&R call center operates 6 days a week. Schedules are posted 5 weeks in advance. 

Currently the hours of operation are:  

•    9:00 am to 6:00 pm Monday to Saturday

Please be advised you will only be considered for this position if you are fluent in Mandarin or Cantonese. 

A bit about us

We’re a people-first, customer-first, purpose-driven team who works together every day to innovate and do good. We improve lives through our technology solutions and foster a culture of innovation that empowers team members to solve complex problems and create remarkable human outcomes in a digital world. When you join our team, you’re helping us make the future friendly.

We’re committed to diversity and equitable access to employment opportunities based on ability—your unique contributions and talents will be valued and respected here.

The health and safety of our team, customers and communities is paramount to TELUS. Accordingly, we require anyone joining our team to be fully vaccinated for COVID-19.





Contact Centre

Do you live, breathe, and sleep customer care? We do – every single one of us. We understand what a great customer experience is.

We are honoured to be recognized

1.98 million
High-speed Internet subscribers

1.16 million
TELUS TV customers

15.5 million
Residential and wireless subscribers


TELUS is proud to foster an inclusive culture that embraces diversity. We are committed to fair employment practices and all qualified applicants will receive consideration for employment.

We offer accommodation for applicants with disabilities, as required, during the recruitment process.