Delivery Partner Support Specialist

Description

About the role

Join our operations to become a specialized support expert for our valued community. You'll play a crucial role in providing real-time assistance and solutions to our delivery partners during their delivery operations. As part of our dynamic team, you'll help optimize the delivery experience and ensure our delivery partners can perform their duties efficiently and confidently

Responsibilities:The Operations CSR II - Bilingual is responsible for providing excellent support via incoming calls to assist our delivery partners who may encounter issues while performing deliveries for consumers. Our primary role is to help delivery partners resolve any problems they face during their ongoing or completed deliveries, this is achieved by providing clear guidance and solutions to help Dashers, troubleshooting and resolving issues related to active or completed deliveries & collaborating with other teams to escalate and resolve complex issues when necessary

Requirements:

• Meeting or exceeding all metrics in your current role for the last 3 months
• Minimum of 95% attendance
• Minimum of 6 months as an employee of TELUS International
• No Active disciplinary processes
• Schedule flexibility
• Willing to work on site
• Completed the position-specific required course from the Learning Multiverse Fundamentals - Mandatory

Skills:

• Proactivity
• Problem-solving
• Fast learning ability
• Ability to work under pressure
• A positive and passionate customer-first attitude.
• Excellent communication skills
• Adaptability to change
• Strong de-escalation skills, in particular as it comes to communicating customers
• Ability to view and understand the details of a customer's order with a high level of customer service skills and friendly tone of voice
• Demonstrated ability to establish priorities within multiple tasks
• Proficient use of tools, technology, applications, and online resources

Knowledge:

• Basic Microsoft Office Suite Knowledge and application
• English - High B1 or B2:
  • Oral and written comprehension (Grammar)
  • Appropriate use of language (acceptable level of oral expression
• Excellent verbal and written communication
• Successfully complete grammar and punctuation tests
• Knowledge of Multitasking

Studies & Experience:

• Minimum of one (1) year of customer support experience, with a focus on both verbal and written communication in English (Desirable)
• A third-year level or graduate of Business Administration, Industrial Engineering or related career - Desirable
• Have call center / customer service experience - Desirable
• Experience in similar Positions - Desirable

About Company:
TELUS Digital is the customer experience transformation partner to the world's most admired brands. Our diverse team weaves data, technology, and human ingenuity to deliver differentiated customer journeys, drive operational effectiveness, and scale AI solutions with meaningful value and positive impact.
We craft real-world solutions in the moments that matter, from customer acquisition to lifelong loyalty. Enabled by our global reach - spanning 78,000 experts in 33 countries - and deep industry expertise, we help over 600 organizations make the customer experience feel effortless.
Our solutions span Data & AI, Digital Experience & IT, CX Management and Trust & Safety. At the core of our innovation is Fuel iXTM, an enterprise-grade generative AI platform that helps clients safely access and optimize leading LLMs to scale their own AI from pilot to production.
Equal Opportunity Employer Statement
At TELUS Digital, we are proud to be an equal opportunity employer and are committed to creating a diverse and inclusive workplace. All aspects of employment, including the decision to hire and promote, are based on applicant's qualifications, merits, competence and performance without regard to any characteristic related to diversity.