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 agile 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 <

📌 E-Commerce Customer Service Representative (Montreal)
🏢 TELUS Digital
📍 Montreal