Shipping Specialist

Customer Service Representative

Description

Main Responsibilities

• Handle inbound calls and provide direct customer service for shipping-related concerns while ensuring customer satisfaction through professional service delivery
• Assist customers with shipment location inquiries, tracking information, and resolve shipping service issues efficiently
• Process pickup requests, coordinate with operational teams, and escalate complex issues to appropriate departments when necessary
• Maintain accurate records of customer interactions and follow established procedures and policies for shipping operationsEnsure customer satisfaction and resolution of escalated issues
• Maintain adequate proficiency in products and platforms supported.
• Read and ensure understanding of new or actualized policies and procedures.
• Keep account information confidential, protect it from unauthorized use, ensure it remains in the Account area only (use of pen-drives, removable drives, printed material, and other means of storing and distributing information is strictly prohibited).
• Log accurate information of each call in the account’s system; according to established procedures and policies.
• Perform any other tasks, duties, or services requested by his/her immediate superior.

Requirements

• Excellent verbal and written communication skills in English.
• B1 CEFR
• High school diploma or equivalent.
• Experience in customer service or support roles, preferably in a contact center or BPO environment - preferred.
• Strong problem-solving skills
• Detail-oriented with good organizational skills
• Ability to navigate computer systems and multitask effectively.
• Customer-centric approach with a focus on problem-solving and empathy.
• Ability to deliver confident, solution-oriented results
• Flexibility to adapt to changing procedures and a fast-paced environment.

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.