E-Commerce Customer Service Representative

TELUS Digital; Montreal; On-site; CAD 42,000 - 54,000; Full time

Job summary

TELUS Digital in Montreal is seeking an E-Commerce Customer Service Representative to support merchants, partners, and buyers on a major online retail platform. This full-time onsite role includes paid training and opportunities to grow as you gain proficiency.

Join TELUS Digital for a role handling account management, product recommendations, and domain administration while delivering high-quality customer service across chat, email, and phone.

Qualifications

• 2-5 years of working experience, including a minimum of 2 years in an interactive customer service role
• Fluent in English (C1) with strong written and spoken communication
• Typing speed of at least 30 WPM
• Demonstrates reliability with good attendance and punctuality
• Excellent multitasking and problem-solving abilities
• Ability to troubleshoot basic technical issues independently

Responsibilities

• Provide prompt, comprehensive solutions via chat, email or phone across domains, storefronts, plan changes and account retrieval
• Troubleshoot software/hardware issues with concise guidance
• Contribute to knowledge base and maintain user-friendly resources
• Explain solutions in simple language for non-technical users
• Collaborate with different teams and adapt to changing roles as needed
• Stay updated on product offerings and new features
• Ad hoc duties as assigned

Skills

Customer service

English fluency

Typing 30 WPM

Reliability

Multitasking

Problem solving

Job description

E-Commerce Customer Service Representative

Ref Number: Req_00119273

Country: Canada

Primary Location: Montreal

Time Type: Full time

Workstyle: Onsite

Category: Customer Experience (CX)

Job posted by

At TELUS Digital, we are proud to be an equal opportunity employer and are committed to creating a diverse and inclusive workplace.

Description

Position Overview:

Customer Service Representatives (CSRs) play a vital role in assisting users on a major multinational retail e-commerce platform. Their primary responsibility is to ensure that merchants, partners, and buyers utilizing the online retail platform receive prompt, thorough, and compelling solutions to enhance their business success. CSRs are tasked with delivering high-quality customer service in every interaction, ensuring customers receive the necessary information and assistance. All representatives undergo comprehensive paid training, and their support capabilities expand as they gain proficiency through a combination of classroom and hands‑on learning experiences.

Note: This full-time position is a work-from-site opportunity. All candidates must be able and willing to commute to and work from our site located in Montreal, Canada. Remote opportunities are not available.

Specific Responsibilities May Include:

• Provide platform users with prompt, comprehensive solutions and product/services recommendations through diverse channels (chat, email, phone), ensuring they receive top-quality care and attention for the following types of transactions:
  • registration and administration of domains
  • online storefront customizations and status management
  • plan selection, upgrade and cancellations
  • account retrieval
• Troubleshoot software and hardware issues, offering concise guidance to platform users through multiple channels for swift issue resolution enabling their business growth
• Participate in enhancing the ongoing development of our knowledge base, ensuring the maintenance of current and user‑friendly resources for the ultimate benefit of our platform users
• Explain solutions in uncomplicated language with positive positioning that all platform users, regardless of technical expertise, can easily comprehend
• Demonstrate flexibility and adaptability by working on different teams based on the needs of our platform users and our organization
• Embrace changing roles and responsibilities to provide support where it is most needed
• Stay updated on our evolving product and support offerings, services, and the latest tech, continuously expanding your expertise to efficiently assist platform users and recommend new features that can enhance their business
• Ad hoc duties as assigned
• 2-5 years of working experience, including a minimum of 2 years of interactive customer service position where customer rapport building and offering meaningful solutions was an expectation
• Fluent in English (C1 level) with excellent grammar, enunciation, pronunciation, and syntax in both verbal and written communication
• Excellent typing skills with a minimum speed of 30 WPM
• Demonstrates exceptional reliability through consistent attendance and punctuality, adapting to dynamic scheduling in both training and production environments
• Maintains professionalism under pressure and during challenging interactions, exuding confidence and knowledge with premium customers
• Solutions-driven with strong consultative and critical thinking skills, anticipating and addressing customers' needs confidently
• Able to troubleshoot basic technical issues independently while maintaining high-quality customer service standards
• Demonstrates robust multi-tasking skills, managing multiple chats, documenting information, and interacting with customers simultaneously
• Efficiently resolves problems by identifying issues, searching for existing solutions, and documenting new ones as needed
• Proactively evaluates information accuracy, determining if updates or edits are required
• Experienced in managing relationships with internal and external stakeholders, customers, and clients
• Interacts effectively with diverse customers and co‑workers, demonstrating cultural sensitivity and awareness
• Takes initiative and executes plans quickly with minimal supervision
• Displays strong self-motivation and ownership of personal goals and expectations
• Adapts quickly to new technologies, showing curiosity and proficiency in technological applications
• Adapts readily to evolving policies and procedures while maintaining performance standards
• Embraces constructive feedback as opportunities for professional growth and development
• Demonstrates a genuine passion for learning and acquiring new knowledge daily
• Ability to pass a background check which may include federal fingerprinting and security clearance
• The flexibility to work any shift assigned, including training shifts, between the hours of operations of 5:00 am to 12:00 am ET, Monday through Sunday. Shifts will be full-time, so weekend and evening availability is required

TELUS Values:

TELUS recognizes and embraces the importance of values in our ever-changing workplace. To be successful, all applicants must demonstrate behaviors that are reflective of our values:

• We passionately put our customers and communities first
• We embrace changes and innovate courageously
• We grow together through spirited teamwork

At TELUS, we are committed to diversity and equitable access to employment opportunities based on ability.

At TELUS, we are committed to diversity and equitable access to employment opportunities based on ability.

We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.

Description

Position Overview:

Customer Service Representatives (CSRs) play a vital role in assisting users on a major multinational retail e-commerce platform. Their primary responsibility is to ensure that merchants, partners, and buyers utilizing the online retail platform receive prompt, thorough, and compelling solutions to enhance their business success. CSRs are tasked with delivering high‑quality customer service in every interaction, ensuring customers receive the necessary information and assistance. All representatives undergo comprehensive paid training, and their support capabilities expand as they gain proficiency through a combination of classroom and hands‑on learning experiences.

Note: This full-time position is a work-from-site opportunity. All candidates must be able and willing to commute to and work from our site located in Montreal, Canada. Remote opportunities are not available.

Specific Responsibilities May Include:

• Provide platform users with prompt, comprehensive solutions and product/services recommendations through diverse channels (chat, email, phone), ensuring they receive top-quality care and attention for the following types of transactions:
  • registration and administration of domains
  • online storefront customizations and status management
  • plan selection, upgrade and cancellations
  • account retrieval
• Troubleshoot software and hardware issues, offering concise guidance to platform users through multiple channels for swift issue resolution enabling their business growth
• Participate in enhancing the ongoing development of our knowledge base, ensuring the maintenance of current and user‑friendly resources for the ultimate benefit of our platform users
• Explain solutions in uncomplicated language with positive positioning that all platform users, regardless of technical expertise, can easily comprehend
• Demonstrate flexibility and adaptability by working on different teams based on the needs of our platform users and our organization
• Embrace changing roles and responsibilities to provide support where it is most needed
• Stay updated on our evolving product and support offerings, services, and the latest tech, continuously expanding your expertise to efficiently assist platform users and recommend new features that can enhance their business
• Ad hoc duties as assigned

Required Experience, Skills & Competencies:

• 2-5 years of working experience, including a minimum of 2 years of interactive customer service position where customer rapport building and offering meaningful solutions was an expectation
• Fluent in English (C1 level) with excellent grammar, enunciation, pronunciation, and syntax in both verbal and written communication
• Excellent typing skills with a minimum speed of 30 WPM
• Demonstrates exceptional reliability through consistent attendance and punctuality, adapting to dynamic scheduling in both training and production environments
• Maintains professionalism under pressure and during challenging interactions, exuding confidence and knowledge with premium customers
• Solutions-driven with strong consultative and critical thinking skills, anticipating and addressing customers' needs confidently
• Able to troubleshoot basic technical issues independently while maintaining high-quality customer service standards
• Demonstrates robust multi-tasking skills, managing multiple chats, documenting information, and interacting with customers simultaneously
• Efficiently resolves problems by identifying issues, searching for existing solutions, and documenting new ones as needed
• Proactively evaluates information accuracy, determining if updates or edits are required
• Experienced in managing relationships with internal and external stakeholders, customers, and clients
• Interacts effectively with diverse customers and co‑workers, demonstrating cultural sensitivity and awareness
• Takes initiative and executes plans quickly with minimal supervision
• Displays strong self‑motivation and ownership of personal goals and expectations
• Adapts quickly to new technologies, showing curiosity and proficiency in technological applications
• Adapts readily to evolving policies and procedures while maintaining performance standards
• Embraces constructive feedback as opportunities for professional growth and development
• Demonstrates a genuine passion for learning and acquiring new knowledge daily
• Ability to pass a background check which may include federal fingerprinting and security clearance
• The flexibility to work any shift assigned, including training shifts, between the hours of operations of 5:00 am to 12:00 am ET, Monday through Sunday. Shifts will be full-time, so weekend and evening availability is required

TELUS Values:

TELUS recognizes and embraces the importance of values in our ever-changing workplace. To be successful, all applicants must demonstrate behaviors that are reflective of our values:

• We passionately put our customers and communities first
• We embrace changes and innovate courageously
• We grow together through spirited teamwork

At TELUS, we are committed to diversity and equitable access to employment opportunities based on ability.

At TELUS, we are committed to diversity and equitable access to employment opportunities based on ability.

Poste : Représentant du service client
Profil de l'emploi : Opérations CSR II
Service : Opérations - Shopify
Rapporte à : Chef d'équipe

Vue d'ensemble du poste :

Les représentants du service client jouent un rôle essentiel en aidant les utilisateurs sur une importante plateforme multinationale de commerce électronique de détail. Leur principale responsabilité est de garantir que les commerçants, les partenaires et les acheteurs utilisant la plateforme de vente au détail en ligne reçoivent des solutions rapides, complètes et convaincantes pour améliorer la réussite de leur entreprise. Les représentants sont chargés de fournir un service client de haute qualité dans chaque interaction, garantissant que les clients reçoivent les informations et l’assistance nécessaires. Tous les représentants suivent une formation complète rémunérée et leurs capacités de soutien se développent à mesure qu'ils acquièrent des compétences grâce à une combinaison d’expériences d’apprentissage en classe et sur le terrain.

Remarque : Ce poste à temps plein est une opportunité de travail sur site. Tous les candidats doivent être en mesure et disposés à se rendre et à travailler sur notre site situé à Montréal, Canada. Aucune opportunité de travail à distance n'est disponible.

Responsabilités spécifiques pouvant inclure :

• Fournir aux utilisateurs de la plateforme des solutions rapides et complètes et des recommandations de produits/services par le biais de divers canaux (chat, courriel, téléphone), en veillant à ce qu'ils bénéficient d'une attention et d'un traitement de qualité supérieure pour les types de transactions suivants :
  • enregistrement et administration de domaines
  • personnalisations de la boutique virtuelle et gestion des statuts
  • sélection du forfait, surclassement et annulations
  • récupération de compte
• Résoudre les problèmes techniques, en offrant des conseils concis aux utilisateurs de la plateforme via plusieurs canaux pour une résolution rapide des problèmes permettant la croissance de leur entreprise
• Participer à l’amélioration du développement continu de notre base de connaissances, en assurant la maintenance de ressources actuelles et conviviales pour le bénéfice ultime des utilisateurs de notre plateforme.
• Expliquer les solutions dans un langage simple que tous les utilisateurs de la plateforme, quelle que soit leur expertise technique, peuvent facilement comprendre
• Faire preuve de flexibilité et d’adaptabilité en travaillant dans différentes équipes en fonction des besoins de nos utilisateurs (commerçants, partenaires et acheteurs) et de notre organisation
• Adopter des rôles et responsabilités changeants pour apporter un soutien là où il est le plus nécessaire
• Rester informé de l’évolution de nos offres de produits et de support, des services et des dernières technologies, en élargissant continuellement votre expertise pour aider efficacement les utilisateurs de la plateforme et recommander de nouvelles fonctionnalités pouvant améliorer leur entreprise
• Tâches ponctuelles assignées

Expérience, compétences et qualités requises :

• 2 à 5 ans d'expérience professionnelle, dont au moins 2 ans dans un poste de service à la clientèle interactif où l'on attendait de vous que vous établissiez des relations avec les clients et que vous proposiez des solutions pertinente
• Capacité à servir un client haut de gamme en faisant preuve de confiance et de connaissances lors de toutes les interactions avec les clients
• Axé sur les solutions, doté de compétences consultatives et de réflexion critique efficaces, ayant la capacité d'écouter et d'anticiper les besoins des clients, offrant ainsi des recommandations confiantes
• Maîtrise de l'anglais (niveau C1 : Excellentes compétences en grammaire, énonciation, prononciation, syntaxe verbale et écrite)
• Excellentes compétences en communication, notamment à l'écrit, avec une vitesse de frappe d'au moins 30 mots par minute.
• Capable de résoudre les problèmes techniques de base avec une minimum de conseils tout en maintenant des normes de service client de haute qualité
• Démontrer de solides compétences multitâches (par exemple, capable de gérer plusieurs chats, de documenter des informations et d'interagir simultanément avec les clients)
• Expérience de travail et d'adaptation aux nouvelles technologies
• Expérience dans la gestion de relations avec des parties prenantes internes ou externes, des clients, des clients ou d'autres parties pertinentes
• Capacité à évaluer de manière proactive l'exactitude des informations et à déterminer si elles nécessitent des mises à jour ou des modifications
• Capacité prouvée à résoudre efficacement les problèmes, à identifier les problèmes, à rechercher des solutions existantes et à documenter les nouvelles selon les besoins.
• Capacité à interagir avec des clients et des collègues issus de milieux divers, en faisant preuve de sensibilité culturelle et de conscience des coutumes, traditions et styles de communication pour fournir un support inclusif et personnalisé
• Capacité à prendre des initiatives et à exécuter rapidement des plans avec une supervision générale.
• Démontrer une véritable passion pour l'apprentissage, se réveillant chaque jour avec enthousiasme pour acquérir de nouvelles connaissances.
• Capacité à s'adapter rapidement et à embrasser le changement.
• Capacité à passer une vérification des antécédents pouvant inclure la prise d'empreintes digitales fédérales et une autorisation de sécurité.
• La flexibilité pour travailler à n'importe quel horaire assigné entre les heures d'exploitation de 8h00 à 20h00 HE, du lundi au dimanche. Les quarts de travail seront à temps plein, donc une disponibilité le week-end et en soirée est requise.

Valeurs de TELUS :

TELUS reconnaît et embrasse l'importance des valeurs dans notre environnement de travail en constante évolution. Pour réussir, tous les candidats doivent démontrer des comportements qui reflètent nos valeurs :

• Nous plaçons avec passion nos clients et nos communautés au premier plan
• Nous accueillons les changements et innovons avec courage
• Nous grandissons ensemble grâce à un esprit d'équipe dynamique

At TELUS, we are committed to diversity and equitable access to employment opportunities based on ability.

We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.

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 iX™, 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.