Client Service Manager I (6 months contract)

Description

Position Overview

Responsibilities

Qualifications

Required Knowledge

Required Skills & Abilities

Required Professional Designation/Certification

Required Experience

Description

Who You Are:

Do you have a strong desire to own a clients experience from A to Z through building personal relationships Are you a keen TELUS Ambassador who takes the initiative in putting Customers First Do you have the uncanny ability to impress others with your capabilities of making the impossible... possible Does working with Canadas elite in the business landscape appeal to you If you answered YES to any of these read on!

Position Overview

The TELUS VIP Programme is designed to provide specialized VIP services tailored to key individuals within the Canadian business landscape. The Client Service Managers in the VIP programme supports C-Level executives from external businesses for their Consumer products and is seeking a highly qualified and motivated individual to join our ranks.

It is the role of the Client Service Manager to excel in every aspect of customer service to enable C-Level executives a world-class experience while onboarding TELUS Consumer Products and Services. The Client Service Managers work diligently in developing the VIPscustomer experience from a business relationship to a personal relationship. Your job will be to ensure that we manage the relationship between TELUS and VIPs such that we achieve unsurpassed L2R scores with the VIP members who are assigned to your portfolio.

The VIP programme is looking for an individual who unquestionably goes above and beyond every time for every customer as it is just the norm. The individual must have communication skills that are immaculate both verbally and in written form and is comfortable engaging with C-Level Executives (VIPs). The individual also must use a holistic approach when serving our VIPs in that zero customer effort is realised. Having a robust internal TELUS network will serve as an asset.

Responsibilities:

• Support the VIP queue during business hours
• Readily available to receive any inquiries and or requests from VIP members
• Salesforce Case Management
• Create TELUS Brand Ambassadors within the VIP Member community
• Develop strategies to increase or maintain the VIP Members engagement level via the Meaningful Contacts metric. To further drive integration and value between TELUS and VIP member organisations
• Provide one-time support for selected referrals that VIP members bring to TELUS
• Be available 24x7 on a rotational basis to manage the needs and relationship of our VIP Members
• Potential for face to face interactions customers

Qualifications

Required Skills & Abilities

• Postsecondary certificate/diploma or relevant experience

Required Knowledge

• FFH Products and Billing/Order entry systems
• Mobility Products and Billing/Order Entry systems (while not required experience would be an asset)
• Various consumer products knowledge (experience is an asset): Online Security Home Security Health TELUS Custom Security

You have:

Relevant Experience:

• Comprehensive experience with Mobility process tools and systems
• Ability to drive positive relationships and engage with C-level executives in an appropriate manner representative of the TELUS brand.
• Strong communication skills- written and verbal
• Cultivating a world-class customer experience
• Confidence in handling high pressure environments
• Proven ability in handling the stress of client expectations
• Highly motivated with an ability to self manage workload and priorities
• Creatively finds solutions to cater to unique situations
• Strengths in strategic planning project management and problem-solving is an asset
• Bilingual proficiency in English and French is considered a strong asset and will enhance your ability to serve our diverse VIP member base

Personal Abilities:

• The ability to build relationships at all levels with an aptitude to guide and lead cross-functional teams on projects
• A positive collaborative and friendly attitude
• The ability to work independently with minimal supervision
• A creative mind and the drive to initiate your own projects
• The ability to work effectively in demanding environments while handling multiple tasks prioritising activities and meeting deadlines
• An aptitude for recognizing and creating sales leads competitive differentiation brand ambassadorship opportunities and customer satisfaction
• The understanding required to quickly learn new technology applications

Advanced knowledge of English is required because you will most of the time interact in English with external parties (clients suppliers candidates external partners etc.); interact in English with internal parties (colleagues internal partners stakeholders etc.); and work with IT tools whose interface is only accessible in English as part of this positions main responsibilities given its international scope.