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Client Service Manager I - Customer Success Service Management Team

Location: 

Vancouver, British Columbia, CA Quebec City, Quebec, CA Montreal, Quebec, CA Toronto, ON, CA Ottawa, ON, CA Calgary, AB, CA Edmonton, AB, CA

Req ID:  27760
Jobs by Category:  Operations
Job Function:  Customer Service
Status:  Full Time
Schedule:  Regular

Description

 

Do you enjoy working in a diverse and inclusive environment where you can feel comfortable bringing your authentic self to work?


Are you a naturally curious person that believes learning is a continuous journey?


Do you prioritize your well-being and want your employer to do the same?

 

The TELUS Business Customer Experience (BCX) team knows that we are better together, so join us and together, let’s make the future friendly.


Our team and what we’ll accomplish together


Do you thrive in a fast-paced, team-centric environment?


Are you a detailed-oriented individual with good time-management and organizational skills who loves working on solving problems using creative solutions?


CSSM is looking for a dynamic individual to join our national team whose overarching goal is to provide a positive customer experience, increase sales capacity while driving improvements to our business. The successful candidate will partner directly with team members across TELUS’ value chain.  You will work directly with business customers to resolve their issues as quickly as possible by gathering data from numerous sources, identifying and summarizing the resolution, coordinating corrections and capturing root cause data in order to drive continuous improvement.


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.

 

  • YOU are a strategic thinker with excellent organizational skills and a knack for capturing the big picture
  • YOU are confident in building out the appropriate action plan and taking it across the finish line
  • YOU foster positive relationships by being courteous, transparent, and bringing the right players to the table
  • YOU assess risk against the needs of the business and use logical thinking to make sound decisions
  • YOU like to dig to get to the bottom of things and understand what is driving outcomes
  • YOU are an active and eager learner 
  • YOU understand the importance of a customer centric approach to service management
  • YOU are a team player
  • YOU are comfortable talking to a customer in an escalation situation


What you’ll do

 

  • Build strong and effective relationships
  • Advocate for the customer internally to ensure optimal customer experience
  • Communicate professionally and with transparency
  • Collaborate and partner with internal teams and team members to drive improvements, customer issues, etc. in a timely manner
  • Be curious, ask questions assess and challenge
  • Understand and facilitate processes improvement opportunities
  • Be confident working with a variety of teams across the value chain; executive leadership, C-suite
  • Be comfortable with grey…black and white does not exist in this team
  • Be a hands on learner
  • Demonstrate grit and tenacity

Qualifications

 

What you bring

 

  • Confident Communication Skills: Clear, concise and influential in all aspects of communication to various audiences
  • Analytical Approach to Problem Solving: Ability to analyze data to make decisions and problem solve complex customer issues
  • A Love for a fast-paced Environment: Comfortable working in a continuously changing, dynamic environment
  • Positive Attitude in the Face of Ambiguity: Able to navigate ambiguous situations and identify what actions are required to resolve the issues our customers are facing


Required Experience

 

  • 1-3 years of Project Coordinator Experience
  • 1-3 years of Client Service Management Experience
  • Experience in a customer-facing/operational environment


Required Professional Designation / Certification

 

  • Undergraduate or post-graduate degree
  • Post secondary diploma/certification


Great-to-haves

 

  • Bilingual English and French
  • Knowledge of TELUS products and processes
  • Knowledge of TELUS Wireline & Wireless systems
  • Knowledge of TELUS order management, solution and delivery
  • Strong analytical skills
  • Customers First passion

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.

 

 

 

 

Operations

We’re the ones that design, build, repair and maintain the billions of dollars’ worth of the infrastructure that keeps more than 15.2 million Canadians connected.

We are honoured to be recognized

1.4M
Days volunteered in our communities.

70%
Team members that work at home or are mobile.

15.2
Million customers that TELUS is serving across Canada.

Accessibility

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.