Location:
Montréal, QC, CA, H3B 1S6

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Req ID: 55928
Jobs by Category: Contact Centre
Job Function: Customer Service
Status: Full Time
Schedule: Temporary
Description

Join our team

The TELUS Data & Trust Office provides world-class, innovative privacy solutions to TELUS. We partner with teams across the organization to advance our corporate priorities, support innovation and ultimately deliver on our promise to safeguard our customers' privacy and to earn and maintain their trust.

We see compliance with the law as just our starting point and we passionately pursue opportunities to demonstrate respect for our customers and their privacy through transparent, robust, and ethical privacy practices.

The Privacy Request Centre, within the Data & Trust Office, is hiring a Customer Service Representative to support the privacy program and join a collaborative team dedicated to earning customer trust through thoughtful, empathetic communication.

This temporary role is a 6-month development opportunity designed to accelerate your expertise in privacy-focused customer service while contributing directly to TELUS' commitment to customer trust.

The impact you'll make and what we'll accomplish together

As a Privacy Request Centre Customer Service Representative, you will be instrumental in upholding TELUS' commitment to customer privacy across all our brands (TELUS, KOODO, Public Mobile). You will resolve urgent privacy concerns for TELUS customers, directly earning their trust through transparent, respectful communication. You'll contribute to our goal of not only meeting privacy compliance requirements but ensuring we meet and exceed customer expectations while maintaining their trust.

The Privacy Request Centre team is small, collaborative, and dedicated to navigating complex privacy situations together. We support one another through challenging customer interactions and celebrate the impact we make when customers feel heard and respected. The ideal candidate will demonstrate proficiency in explaining complex privacy concepts in simple, accessible terms, meticulous attention to detail in record-keeping, and a genuine commitment to excellence in customer service.

What you'll do

On a typical week, you'll divide your time across several key responsibilities:

Respond to customer privacy inquiries (approximately 60% of your time): Provide timely resolution to TELUS Consumer Solutions customer privacy inquiries, handling questions about TELUS' data practices, investigating privacy incidents, and responding to customers' requests for information across all three brands

Manage escalations (approximately 20% of your time): Utilize sound judgment and decision-making to support customers and internal teams with privacy escalations. You'll manage ambiguous and complex situations while maintaining the highest standards of customer service and empathy

Collaborate across teams (approximately 20% of your time): Coordinate with our Legal, Compliance, and Customer Operations teams to align on customer response strategies and resolution approaches. You'll work cross-functionally to ensure complex privacy cases are resolved thoughtfully

Maintain confidential records: Keep confidential electronic records systems, formats, and information current and accurate. Meticulous attention to detail in documentation is essential to this responsibility

Adapt and prioritize: Prioritize and adjust priorities in a fast-paced, changing environment with agile efficiency to meet deadlines and customer expectations

Qualifications

What you bring

Must-Have Skills & Experience:
Bilingual proficiency: Fluent in both French and English, with professional written and verbal communication skills. (This is required for this position to serve our full customer base.)

Customer service excellence: Passionate about providing exceptional customer experiences, with proven ability to overcome objections and handle both favourable and unfavourable customer interactions with professionalism and empathy

Technical competencies: Accurate keyboarding and data entry skills; comfortable learning and using confidential electronic record systems

Meticulous attention to detail: Strong record-keeping abilities and the ability to maintain accuracy while managing multiple priorities simultaneously

Collaboration and independence: Thrive in a collaborative team environment, but can also work independently with minimal supervision when needed

Adaptability: Ability to prioritize and multi-task while maintaining a high level of attention to detail; ability to adapt to demands in a fast-paced, changing environment

Nice to Have:
Previous experience in a privacy, compliance, or regulated environment (such as finance, healthcare, or telecommunications)

Understanding of TELUS Privacy Commitment and Canadian privacy laws and regulations

Experience mentoring or guiding teammates on complex issues

Enthusiasm for continuous learning in a dynamic environment and willingness to share knowledge with colleagues

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 position's main responsibilities given its national scope.

Job Type:
A bit about us

We’re a people-focused, customer-first, purpose-driven team who works together every day to innovate and do good. We improve lives through our technology solutions and foster a culture of innovation that empowers team members to solve complex problems and create remarkable human outcomes in a digital world.

You’ll find our engaging, high-performance culture personally fulfilling, professionally challenging, and financially rewarding. We’re committed to diversity and equitable access to employment opportunities based on ability. Your unique contributions and talents will be valued and respected here. When you join our team, you’re helping us make the future friendly.

Note for Quebec candidates: if knowledge of English is required for this position, it is because the team member will be asked, on a regular basis, to interact in English with external or internal parties or to use English applications or software as part of their tasks.