Description and Requirements
The Client Relations Specialist IV is responsible for maintaining day-to-day servicing relationships with clients and serving as an essential point of contact between clients and internal customers.
Oversees programs to ensure client expectations and service level agreements are met.
Responds to inquiries from prospective and existing clients who want to understand how growing internationally can enhance their business.
Calibrates and tracks Quality of Service for programs in partnership with Operations to ensure they accurately reflect program performance and client focus areas.
Provides TI Executive Dashboard monthly reporting oversight ensuring proper timeliness and quality assurance
Participates and partners with Operations teams on program business reviews, ensuring adherence to TI Global Operations standards
Supports the growth of TELUS International through identifying and managing opportunities from inception to delivery into operations - tracks opportunities in Salesforce.
com and supports the transitions planning and implementation process (risk mitigation planning, adherence to project plan).
Performs account reviews and conducts client Health Check satisfaction surveys; Supports tracking quality, adherence and remediation tracking for prioritized issues in Health Check.
Identifies and tracks financial and program remediation opportunities in Account Plan, and works with Operations leaders in the execution of the Executive Dashboard and back-up content.
Required Experience, Education, Skills & Competencies :
Bachelor’s Degree Holder in any field
Minimum 3-4 years of work experience in call center operations in a relevant or related customer support environment,
Strong relevant experience, or a combination of education and work experience
Very good verbal and written communication skills
Experience in analyzing data
Highly competent in MS Excel, PowerPoint & other analytical tools
You possess a natural curiosity, analytical mind, and excellent organizational skills with the ability to prioritize workload and multi-task
Highly organized and proactive, with excellent attention to detail and drive to resolve issues
Willing to work in TELUS Discovery Center (Ortigas)