Software Customer Experience Analyst with English (CRAIOVA)

TELUS International (NYSE & TSX: TIXT) designs, builds and delivers next-generation digital solutions to enhance the customer experience (CX) for global and disruptive brands. The company’s services support the full lifecycle of its clients’ digital transformation journeys, enabling them to more quickly embrace next-generation digital technologies to deliver better business outcomes. TELUS International’s integrated solutions span digital strategy, innovation, consulting and design, IT lifecycle including managed solutions, intelligent automation and end-to-end AI data solutions including computer vision capabilities, as well as omnichannel CX and trust and safety solutions including content moderation. Fueling all stages of company growth, TELUS International partners with brands across high growth industry verticals, including tech and games, communications and media, eCommerce and fintech, healthcare, and travel and hospitality.

TELUS International’s unique caring culture promotes diversity and inclusivity through its policies, team member resource groups and workshops, and equal employment opportunity hiring practices across the regions where it operates. The company is building stronger communities and helping those in need through large-scale volunteer events that have positively impacted the lives of more than 250,000 citizens around the world and through its five TELUS International Community Boards that have provided $4.6 million in funding to grassroots charitable organizations since 2011. Learn more at: telusinternational.com.

“We are what we repeatedly do. Excellence, then, is not an act, but a habit”. - Will Durant

We are looking for a Customer Experience Analyst with English to join our new Software Customer Advocate team in Craiova.

Software is changing the world, and our new client, Atlassian, is at the center of it all. They are advancing the art of team collaboration with products like Jira Software, Confluence, Bitbucket, and Trello. Atlassian is a rapidly growing software development company, and the Customer Advocate team is responsible for improving the customers' purchasing experience.

You are our missing piece of the puzzle if:

You have an advanced level of English (both written and verbal);
You have experience in Customer Support or Training-related fields: nice to have, but not mandatory
You possess excellent attention to details and active listening skills;
With a problem-solving orientation, you are open and collaborative in finding creative solutions; You get your energy and motivation from helping people.
You put the team first and yourself second;
You have great communication and interpersonal skills.
You are patient and cool under pressure;
You are autonomous and have strong time management skills;
Flexibility is one of your strong points and can handle tight deadlines.

Your responsibilities may include:

Enrollment in client facing activities like analysis, calibrations or business reviews;
Evaluate agents call and case handling with regard to quality and customer service. Audit an agreed % of agent cases per day and provide the Team Managers with regular updates;
Monitor the levels of quality provided to customers and provide feedback to the Leadership Team;
Identify and implement initiatives to drive up customer satisfaction;
Work closely with the Leadership team and the Customer Experience team, assessing workload and CSAT/QA performance;
Complete root cause and process gap analysis for executive escalations, specific client complaints;
Respond to local stakeholders in a timely manner and brainstorms with operations on proactive solutions to minimize customer dissatisfaction scores;
Operational alignment – attend meetings with the Leadership team to reveal findings, trends and recommendations that will improve operational KPIs;
Participate within Weekly, Monthly and Yearly Business reviews;
System tools: ensure access to all the available tools are monitored on a regular basis;
Perform any other reasonable tasks needed for process excellence;
Deliver coaching/ feedback sessions when/ if needed;
Handle calls in special circumstances - AHOD/ high volume periods;

We offer:
Stable job - permanent labor contracts
Fixed salary and monthly performance bonus
Monthly meal tickets
Public transportation and gym subscriptions reimbursement, after the trial period
International career - paid training and international career opportunities
Multilingual exposure - improve your spoken and written language skills Inspiring and fun environment - our offices have become known for their innovative, fun and pleasant design.
Enjoy our relax and play areas!
Community projects – want to make the world a better place? We run CSR (Corporate Social Responsibility) events all year long
Private medical insurance coverage
Special discounts across a variety of Banks, Telecoms, Gym & Fitness centres and more