About the Company
TELUS International is a leading global customer experience and digital IT solutions provider that designs, builds, and delivers next-generation solutions for global and disruptive brands. We are committed to fostering a diverse and inclusive environment where every team member can thrive. Our partnership with various government agencies allows us to provide essential services to citizens across the country.
Job Description
Are you passionate about helping others and looking for a rewarding career opportunity that you can start from home? We are hiring dedicated and compassionate Federal Agency Call Center Representatives to join our 100% remote team. This is an entry-level position that requires no prior experience, as comprehensive paid training will be provided to ensure your success. You will be the first point of contact for citizens seeking assistance and information from a vital federal agency, playing a crucial role in delivering exceptional public service. If you have excellent communication skills, a reliable internet connection, and a quiet home workspace, we encourage you to apply!
Key Responsibilities
- Answer inbound calls from citizens promptly and professionally, addressing inquiries related to federal programs and services.
- Provide accurate, comprehensive, and empathetic information based on established agency guidelines and resources.
- Document all interactions and resolutions accurately in the designated CRM system.
- Escalate complex issues to senior agents or supervisors when necessary, following defined protocols.
- Maintain a high level of confidentiality and adhere to all data privacy regulations.
- Participate actively in all paid training sessions and continuous learning opportunities.
- Meet or exceed key performance indicators (KPIs) related to call quality, efficiency, and customer satisfaction.
Required Skills
- Excellent verbal and written communication skills in English.
- Strong listening skills and a empathetic approach to problem-solving.
- Basic computer proficiency and ability to navigate multiple systems simultaneously.
- Reliable high-speed internet connection and a quiet, distraction-free home workspace.
- Ability to work independently and as part of a remote team.
- Strong work ethic and commitment to punctuality and attendance.
- No prior call center or federal agency experience required – full paid training provided.
Preferred Qualifications
- Fluency in French (bilingualism is a strong asset for our Montreal-based operations).
- High school diploma or equivalent.
- Previous experience in a customer service environment (volunteer or paid) demonstrating a helpful attitude.
Perks & Benefits
- 100% Remote Work: Enjoy the flexibility and convenience of working from your home.
- Comprehensive Paid Training: We invest in your success with full, paid training.
- Competitive Hourly Wage.
- Health, Dental, and Vision Benefits.
- Paid Time Off and Statutory Holidays.
- Opportunities for Career Growth and Advancement within a global company.
- Employee Assistance Program (EAP).
How to Apply
If you are interested in this position, please click the "Apply Now" button below. To ensure your application is properly considered, please prepare the following:
- An up-to-date Resume or CV
- A brief cover letter summarizing your experience and motivation
Applications are reviewed on a rolling basis. Only shortlisted candidates will be contacted for an interview.
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