E-Commerce Customer Service Representative

Position Overview:

Customer Service Representatives (CSRs) assist users on a major multinational retail e‑commerce platform. They ensure merchants, partners, and buyers receive prompt, thorough, and compelling solutions to enhance their business success. CSRs deliver high‑quality customer service in every interaction, providing necessary information and assistance. All representatives receive comprehensive paid training, expanding their capabilities through classroom and hands‑on learning.

This full‑time position is a work‑from‑site opportunity in Montreal, Canada. Remote work is not available.

Responsibilities

• Provide platform users with prompt, comprehensive solutions and product/service recommendations through chat, email, and phone for the following transactions:
• Domain registration and administration
• Online storefront customizations and status management
• Plan selection, upgrades, and cancellations
• Account retrieval
• Troubleshoot software and hardware issues, offering concise guidance for swift issue resolution.
• Participate in the ongoing development of the knowledge base, ensuring current and user‑friendly resources.
• Explain solutions in uncomplicated language with positive positioning for users of all technical levels.
• Demonstrate flexibility by working on different teams based on organizational needs.
• Adapt to changing roles and responsibilities to provide support where most needed.
• Stay updated on evolving product and support offerings, recommending new features to enhance business.
• Perform ad‑hoc duties as assigned.

Qualifications

• 2‑5 years of professional experience, including at least 2 years in an interactive customer service role.
• Fluent in English (C1) with excellent grammar, pronunciation, and written communication.
• Typing speed of at least 30 words per minute.
• Exceptional reliability with consistent attendance and punctuality.
• Professionalism under pressure and during challenging interactions.
• Solutions‑driven with strong consultative, critical‑thinking, and anticipatory skills.
• Ability to troubleshoot basic technical issues independently while maintaining high‑quality service standards.
• Robust multitasking skills managing multiple chats, documenting information, and interacting with customers simultaneously.
• Efficient problem resolution through search, documentation, and evaluation of solutions.
• Experience managing relationships with internal and external stakeholders.
• Effective communication with diverse customers and coworkers, demonstrating cultural sensitivity.
• Initiative and ability to execute plans quickly with minimal supervision.
• Strong self‑motivation and ownership of personal goals.
• Adaptability to new technologies, policies, and procedures.
• Openness to constructive feedback and continuous learning.
• Passion for acquiring new knowledge daily.
• Ability to pass a background check, including federal fingerprinting and security clearance.
• Flexibility to work any shift, including training, between 5:00 am and 12:00 am ET, Monday through Sunday; weekend and evening availability required.

Values

• Put customers and communities first.
• Embrace change and innovate courageously.
• Grow together through spirited teamwork.

Equal Opportunity Employer

At TELUS Digital, we are committed to creating a diverse and inclusive workplace. All aspects of employment, including hiring and promotion decisions, are based on applicant qualifications, merits, competence, and performance without regard to any characteristic related to diversity.