Client Service Manager II

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 detail-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

• YOU are a strategic thinker with excellent organizational skills and a knack for capturing and evolving the big picture
• YOU are able to build 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 critical thinking to drive positive outcomes
• YOU like to dig to get to the bottom of things and understand what is driving outcomes
• YOU are an eager learner
• YOU understand the importance of a customer-centric approach to service management
• YOU are a team player, able to work with a variety of teams across the value chain; executive leadership, C-suite
• YOU are comfortable with talking to a customer in a high-priority escalation situation
• YOU build strong and effective relationships and communicate professionally and with transparency
• YOU advocate for the customer internally to ensure optimal customer experience
• YOU collaborate and partner with internal teams and team members to drive improvements, solve customer issues in a timely manner
• YOU are curious, ask questions, assess and challenge
• YOU understand and facilitate processes improvement opportunities
• YOU are comfortable with working in the grey
• YOU demonstrate grit and tenacity and you are a hands-on learner
• YOU may be required to travel
• YOU will be on-call 24/7 for major interventions

Qualifications

What you bring

• Communication Skills: Clear, concise and influential in all aspects of communication to various audiences
• Strong Methodical Approach to Problem-Solving: Ability to analyze data to collaborate 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.
• 3-5 years of Client Service Management Experience
• 1-3 years of Project Coordinator Experience
• Experience in a customer-facing/operational environment
• 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
• Customers First passion