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Loyalty & Retention Specialist III


St Laurent, Quebec, CA

Req ID:  24531
Jobs by Category:  Contact Centre
Job Function:  Customer Care
Status:  Part Time
Schedule:  Regular


Join TELUS as a Loyalty & Retention Representative lll within our Mobility Escalations Team (MET). The Mobility Escalations Team has evolved successfully over time and prides itself on building strong and lasting relationships with TELUS customers. As a solution-oriented team, MET sets itself apart by working closely with customers as their telecom partner of choice. Through this partnership, team members use a broad range of skills, knowledge and a business ownership mindset to resolve customer concerns by assessing individual needs to achieve both customer and business goals. Our Mobility Escalations Team delivers exceptional customer service using advanced customer solutioning skills to ensure all customer needs are met with the goal to exceed. This includes resolving escalated customer inquiries in a call center environment , liaising with other support teams and departments as well as generating additional customer value through TELUS products when appropriate.  Starting wage of $30.22 per hour.
●         Resolve inbound customer escalations 
●         Build client loyalty by providing recommendations and alternatives to customers
●         Upselling of product and services to increase product/feature penetration and improve revenue
●         Provide timely follow-up to client issues 100% of the time
●         Liaise with internal operational groups to investigate and resolve complex customer escalations to ensure customer retention and satisfaction
●         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


Essential Qualifications:

  • A related post-secondary education or equivalent experience 
  • Excellent written and verbal communication skills
  • Strong negotiation skills
  • Previous experience working with escalations 
  • Experience and/or knowledge of a customer service environment
  • Excellent customer service and problem-solving skills
  • Strong follow up skills complemented by a solid commitment to customer satisfaction
  • Bilingual (English/French) , mandatory for locations in Québec
  • A positive, friendly attitude with the willingness to own the customer journey
  • Ability to negotiate with clients to obtain satisfaction for both TELUS & the customer
  • An understanding of the sales process
  • 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 and high-speed Internet connectivity
  • Experience in a Windows and Google Suites environment
  • Experience in any sales or customer service role
  • Highly organized and detail oriented, with excellent time management skills
  • Approachable with exceptional interpersonal skills
  • Knowledge of Sales & Retention processes will be considered an asset

What can you expect:

  • Team members play a critical role in helping to achieve our strategic goals and to further our ability to resolve customer escalations, generate business and build customer satisfaction through customer service excellence.

Scheduling Requirement:

  • Must be available to work up to 37.5 hours per week in a variety of shifts including evenings and weekends to meet the changing needs of our business.

Who is TELUS?
You are part of a high-performing team of individuals who collectively make TELUS one of the leading telecommunications companies in Canada.  Your passion for demonstrating our values and delivering on our Customers First commitments helps to drive our success, ultimately making a difference for our customers, our shareholders, our communities and our team.
Thinking of taking your career at TELUS in a different direction? Then apply online today. This just might be the right move for you.
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
Our business is connecting Canadians. Our social impact is using our world-leading technology to create meaningful change, give back to help communities thrive, and help those who need it most. 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.

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.