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Loyalty & Retention Specialist I


St Laurent, Quebec, CA Rimouski, Quebec, CA Boucherville, Quebec, CA Matane, Quebec, CA Repentigny, Quebec, CA Longueuil, Quebec, CA Mascouche, Quebec, CA St-Laurent, Quebec, CA Montreal, Quebec, CA Mont-Royal, Quebec, CA Ville Saint-Laurent, Quebec, CA Mont-Saint-Hilaire, Quebec, CA Saint-Jean-sur-Richelieu, Quebec, CA Quebec, CA LaSalle, Quebec, CA Lachenaie, Quebec, CA Kirkland, Quebec, CA Dorval, Quebec, CA St Bruno, Quebec, CA Joliette, Quebec, CA Terrebonne, Quebec, CA Mont-Joli, Quebec, CA Saint-Laurent, Quebec, CA Crabtree, Quebec, CA Dollard-des-Ormeaux, Quebec, CA Salaberry-de-Valleyfield, Quebec, CA Boisbriand, Quebec, CA St-Leonard, Quebec, CA Lachute, Quebec, CA Saint-Jean, Quebec, CA Laval, Quebec, CA Brossard, Quebec, CA St Jerome, Quebec, CA Amqui, Quebec, CA St. Hyacinthe, Quebec, CA Rosemere, Quebec, CA

Req ID:  28703
Jobs by Category:  Contact Centre
Job Function:  Customer Service
Status:  Full Time
Schedule:  Regular




You're part of a Client experience National Team, one that embraces change and initiates opportunity, has a passion for growth, believes in spirited teamwork and has the courage to innovate. Our success is based as much on your dedication and hard work as it is on the innovative wireless products and solutions we offer.


Thinking of taking your career at TELUS in a different direction? Then apply online today. This just might be the right move for you.

This is a great place to work. You can see it in our team members. The diversity of the team and their unique contributions sets us apart from the competition. Our success is based on the refreshing transparent and straightforward way we conduct business.

Our team members include people like you - enthusiastic, innovative, passionate and energetic. We believe that you'll find our high-performance culture personally fulfilling and professionally challenging. Join our team and make your future friendly too.
Create client loyalty by customizing offerings to ensure clients are enjoying the best rates and services. Support contracting and re-contracting offers. Use superb client solutioning skills to ensure all client needs are met and expectations are exceeded. This will include re-selling and up-selling abilities. The Loyalty & Retention team has evolved successfully over time and prides itself on building strong and lasting relationships with TELUS & Koodo consumer clients. As a solution-oriented team, “CLS” sets itself apart by working closely with customers as their telecom partner of choice. Through this partnership, team members use broad product skillsets to help our customers assess their unique needs and achieve their business goals.







  • Build client loyalty by providing recommendations and alternatives to contacted clients
  • Provide timely follow-up to client issues 100% of the time Troubleshoot technical service issues, determine root causes of problems and finding appropriate resolutions to clients
  • Liaise with internal operational groups to investigate and resolve complex client issues
  • Analyze client information, provide recommendations on possible improvements to products and services and offer long-term solutions to retain clients
  • Participate in special projects as needed


Scheduling Requirements:


  • Must be available to attend an initial 10 weeks Full-Time training program
  • Not suitable for students
  • Must be available to work up to 37.5 hours per week in a variety of shifts to meet the changing needs of our business.
  • Salary : $26.40/hour


Our call center hours of operation are currently:


  • Monday to Friday 9:00 am  - 7:00 pm EST
  • Saturday 9:00 am - 7:00 pm EST
  • Sunday 9:00 am - 7:00 pm EST
  • Holidays 9:00 am - 7:00 pm EST


Required Skills & Abilities: 



  • A related post-secondary education or equivalent experience
  • Experience and/or knowledge of a customer service environment
  • Excellent customer service and problem-solving skills
  • Bilingual (English/French), mandatory for locations in Québec
  • A positive, friendly attitude
  • Ability to learn and share information with others
  • Ability to work independently with a minimum of supervision in a fast-paced environment, while effectively managing multiple tasks



  • 1 to 2 years of previous experience in an office environment using business tools preferred
  • Working knowledge of the Internet, Internet technologies, and technological/industry trends, as well as personal computers, e-mail and operating systems, dial-up and high-speed Internet connectivity
  • Familiarity with trouble reporting systems
  • An aptitude for recognizing and creating sales leads
  • Experience in a Windows environment


At TELUS, you create future friendly® possibilities.

At TELUS, we are committed to diversity and equitable access to employment opportunities based on ability.



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.