About the Company
TELUS International is a leading customer experience innovator that designs, builds, and delivers next-generation digital solutions for global brands. Our mission is to create exceptional customer journeys that drive loyalty and growth, powered by a diverse and inclusive team passionate about making a difference. We partner with various government agencies to provide essential citizen support services.
Job Description
Join our dedicated team as a Virtual Citizen Support Agent, specializing in government benefits. This is a unique opportunity to provide vital assistance to citizens, guiding them through various government programs and services from the comfort of your home. You will be the primary point of contact for inquiries, offering clear, empathetic, and accurate information. This role emphasizes flexibility, allowing you to manage your work-life balance while contributing to public service. Full training on government benefit programs and our support systems will be provided.
Key Responsibilities
- Respond to citizen inquiries via phone, email, and chat regarding government benefits and services.
- Provide clear, accurate, and empathetic information, ensuring a positive experience for every citizen.
- Navigate various government databases and resources to resolve complex issues.
- Document all interactions accurately and thoroughly in the customer relationship management (CRM) system.
- Escalate complex issues to senior agents or specialized departments when necessary.
- Maintain strict confidentiality and adherence to data privacy regulations.
- Participate in ongoing training to stay updated on policy changes and program updates.
Required Skills
- Excellent verbal and written communication skills in English.
- Strong active listening and problem-solving abilities.
- Proficiency in using computer systems and navigating multiple applications simultaneously.
- High degree of empathy, patience, and professionalism.
- Ability to work independently in a remote environment.
- Reliable high-speed internet connection and a quiet, distraction-free home workspace.
Preferred Qualifications
- Fluency in French or other Canadian official languages is an asset.
- Previous experience in customer service, call center, or public service roles (1+ year).
- Familiarity with government programs or benefit structures.
- Post-secondary education or equivalent experience.
Perks & Benefits
- Competitive salary with performance incentives.
- Comprehensive health and dental benefits package.
- Flexible work schedule options.
- Opportunities for career growth and professional development.
- Paid time off and holiday pay.
- Employee assistance program.
- Work-from-home stipend for essential equipment.
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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