Customer Support Representative

As a Customer Support Representative, you'll be on the front lines providing exceptional care and support for our client's official web and mobile digital platforms, including interactive games and services. We are looking for personable, highly organized, and tech-savvy professionals to support our growing customer base via phone, chat, and email, with occasional follow-up outbound calls as needed. This is a great opportunity to join a dynamic team in a fast-paced environment focused on delivering high-quality, customer-centric support.

Responsibilities

• Provide high-quality customer care through omni-channel support (phone, chat, email) for website and mobile app platforms.
• Respond to customer inquiries regarding promotions and specialized game offerings.
• Draft clear, professional, and empathetic email communications to customers and stakeholders.
• Make direct follow-up outbound calls to customers when related to an inbound contact.
• Maintain high customer satisfaction ratings through solution-oriented service.
• Consistently complete daily tasks and resolve inquiries within established Service Level Agreement (SLA) requirements.
• Manage multiple priorities, workflows, and complex processes efficiently in a fast-paced environment.
• Act as a knowledgeable voice of the customer within the organization.
• Share insights and themes from customer interactions with internal teams to improve products and services.
• Collaborate with peers to optimize outreach strategies and support workflows.
• Perform ad hoc duties as assigned.

Requirements

• Minimum 1-2 years of interactive customer service experience, including resolving customer inquiries and fulfilling requests.
• High school diploma or equivalent.
• Flexibility to work a full-time schedule within operational hours (8:00 a.m. to 8:00 p.m. ET / 5:00 a.m. to 5:00 p.m. PT), Monday through Sunday.
• Ability to successfully complete a standard criminal background check.

Qualifications

• English fluency at C1 level or higher (read, write, speak); bilingual roles require English (C1) and Spanish (B2) fluency.
• Strong customer focus with a service-oriented and results-driven mindset.
• High emotional intelligence with strong empathy and ability to understand customer needs without face-to-face interaction.
• Strong written and verbal communication skills with impeccable grammar, clarity, and attention to detail.
• Strong problem-solving skills with the ability to troubleshoot issues independently.
• Tech-savvy with a passion for technology and digital tools.
• Social media awareness and familiarity with digital platforms.
• Highly organized with strong detail orientation and the ability to manage multiple processes simultaneously.
• Resourceful in finding answers using available tools, best practices, and creative thinking.
• Strong resilience and tenacity to overcome challenges and persist through difficult situations.
• Adaptable and self-motivated while thriving in a fast-paced, ever-changing environment.
• Effective time management skills with the ability to prioritize and meet deadlines.
• Ability to work effectively in a collaborative team environment with a willingness to learn, share knowledge, and grow.
• Self-aware and committed to continuous improvement; quick learner with the ability to master complex systems.

Preferred Qualifications

• Professional experience in a heavily analytical and investigative role.
• Knowledge or experience in Know Your Customer (KYC) / Anti-Money Laundering (AML) processes.
• College degree or equivalent professional experience.
• Previous call center or digital support experience.

About the Company

TELUS Digital is the customer experience transformation partner to the world's most admired brands. Our diverse team weaves data, technology, and human ingenuity to deliver differentiated customer journeys, drive operational effectiveness, and scale AI solutions with meaningful value and positive impact. We craft real-world solutions in the moments that matter, from customer acquisition to lifelong loyalty. Enabled by our global reach—spanning 78,000 experts in 33 countries—and deep industry expertise, we help over 600 organizations make the customer experience feel effortless. Our solutions span Data & AI, Digital Experience & IT, CX Management, and Trust & Safety. At the core of our innovation is Fuel iX™, an enterprise-grade generative AI platform that helps clients safely access and optimize leading LLMs to scale their own AI from pilot to production.

TELUS recognizes and embraces the importance of values in our ever-changing workplace. To be successful, all applicants must demonstrate behaviors reflective of our values: passionately putting customers and communities first, embracing change and innovating courageously, and growing together through spirited teamwork.