About Company
TELUS International is a leading global customer experience (CX) innovator that designs, builds, and delivers next-generation digital solutions for global and disruptive brands. With a presence in over 25 countries, they partner with clients across various industries, from technology and games to financial services and healthcare, to enhance customer interactions and drive brand loyalty. In Ireland, TELUS International has a significant and growing footprint, renowned for its vibrant culture, commitment to employee well-being, and dedication to fostering professional growth. Joining TELUS International means becoming part of a diverse, inclusive team that values innovation, collaboration, and a passion for delivering exceptional customer experiences.
Job Description
Are you a natural communicator with a knack for solving problems and a desire for a flexible work schedule? TELUS International is seeking enthusiastic and dedicated Part-Time Chat Support Agents to join our dynamic team in Ireland. This remote role offers the perfect opportunity to balance work with your personal life, providing essential customer service through digital channels. As a Chat Support Agent, you will be the friendly voice (or rather, text) of our brand, interacting with customers to answer their questions, resolve issues, and ensure a seamless and positive experience. We’re looking for individuals who thrive in a fast-paced environment, possess excellent written communication skills, and are committed to delivering outstanding service. If you’re self-motivated, tech-savvy, and ready to make a real impact from the comfort of your home, we encourage you to apply. This role is crucial in maintaining our high standards of customer satisfaction and contributing to our reputation as a leader in customer experience solutions. You’ll engage with a diverse range of inquiries, utilizing your empathy and problem-solving skills to guide customers to satisfactory resolutions. Our comprehensive training program will equip you with all the knowledge and tools you need to succeed, ensuring you feel confident and supported in your role.
Key Responsibilities
- Engage with customers via live chat to provide support, answer questions, and resolve inquiries efficiently and professionally.
- Diagnose and troubleshoot technical and non-technical issues, offering accurate and timely solutions.
- Document all customer interactions and resolutions thoroughly and accurately in the CRM system.
- Escalate complex or unresolved issues to appropriate internal teams when necessary, ensuring a smooth hand-off.
- Maintain a high level of product/service knowledge to provide comprehensive support.
- Adhere to company policies and procedures, including data privacy and security guidelines.
- Contribute to team goals and objectives by achieving individual performance metrics.
- Proactively identify opportunities to improve the customer experience and contribute to team knowledge.
Required Skills
- Excellent written communication skills with strong grammar, spelling, and punctuation.
- Demonstrated ability to empathize with customers and maintain a positive, professional attitude.
- Proven problem-solving capabilities and ability to think critically under pressure.
- Proficiency in using computers and navigating multiple software applications simultaneously.
- Ability to work independently and manage time effectively in a remote setting.
- High-speed internet connection and a quiet, dedicated workspace.
- Strong attention to detail and accuracy in documenting information.
Preferred Qualifications
- Previous experience in a chat support, customer service, or call center environment.
- Familiarity with CRM software (e.g., Salesforce, Zendesk) and ticketing systems.
- Experience working in a remote capacity.
- A strong passion for technology and digital communication.
Perks & Benefits
- Competitive hourly rate.
- Flexible part-time scheduling to support work-life balance.
- Opportunity to work remotely from anywhere in Ireland.
- Comprehensive paid training and ongoing professional development.
- Access to employee assistance programs and wellness initiatives.
- A supportive, inclusive, and diverse company culture.
- Career growth opportunities within a global organization.
How to Apply
To apply for this exciting Part-Time Chat Support Agent role, please click on the application link below. On our careers page, search for ‘Customer Service Representative’ or similar chat-based support roles in Ireland. Complete the online application form and upload your most recent CV/resume. We look forward to reviewing your application and welcoming you to the TELUS International team!