Loyalty and Retention Specialist I – Koodo – Telus


You’re part of a Client experience National Team, one that embraces change and initiates opportunity, has a passion for growth, believes in spirited teamwork and has the courage to innovate. Our success is based as much on your dedication and hard work as it is on the innovative wireless products and solutions we offer.

Thinking of taking your career at TELUS in a different direction? Then apply online today. This just might be the right move for you.

About Koodo

Koodo Mobile is a great place to work. You can see it in our team members. The diversity of the Koodo team and their unique contributions sets us apart from the competition. Our success is based on the refreshing transparent and straightforward way we conduct business.

Our team members include people like you – enthusiastic, innovative, passionate and energetic. We believe that you’ll find our high-performance culture personally fulfilling and professionally challenging. Join our team and make your future friendly too. Starting hourly wage is $26.24.


Build client loyalty by providing recommendations and alternatives to contacted clients
Provide timely follow-up to client issues 100% of the time
Troubleshoot technical service issues, determine root causes of problems and finding appropriate resolutions to clients of the Koodo brand
Liaise with internal operational groups to investigate and resolve complex client issues
Analyze client information, provide recommendations on possible improvements to products and services and offer long-term solutions to retain clients
Participate in special projects as needed

Scheduling Requirements:

Must be available to attend an initial 8 week training program
Must be available to work 37.5 hours per week in a variety of shifts to meet the changing needs of our business.
Our call center hours of operation are currently:

Monday to Friday 9:00 am – 7:00 pm EST
Saturday 9:00 am – 7:00 pm EST
Sunday 9:00 am – 7:00 pm EST
Holidays 9:00 am – 7:00 pm EST

Required Skills & Abilities:

A related post-secondary education or equivalent experience
Experience and/or knowledge of a customer service environment
Excellent customer service and problem-solving skills
Bilingual (English/French), mandatory for locations in Québec
A positive, friendly attitude
Ability to learn and share information with others
Ability to work independently with a minimum of supervision in a fast-paced environment, while effectively managing multiple tasks


1 to 2 years of previous experience in an office environment using business tools preferred
Working knowledge of the Internet, Internet technologies, and technological/industry trends, as well as personal computers, e-mail and operating systems, dial-up and high-speed Internet connectivity
Familiarity with trouble reporting systems
An aptitude for recognizing and creating sales leads
Experience in a Windows environment
Experience in any customer service role (e.g. retail, call centre, restaurant (waiter/waitress/bartender)

In order to be considered on a vacancy:

You must be performing at standard in your current role for a minimum of 12 months*
The opportunity should align with your CCDP
You are responsible for notifying your support person of your application
You must apply online
The posting of performance related data is standard for this position and is an important component to achieving high performance.

Who is TELUS?

We’re a high-performing team of individuals who collectively make TELUS one of the leading telecommunications companies in Canada. Our competitive consumer offerings include wireline, wireless, internet and Optik TV™. We also deliver a compelling range of products and services for small, medium and large businesses; and have carved out a leadership position in the health, energy, finance and public sector markets with innovative industry specific solutions.

Everyone belongs at TELUS. It doesn’t matter who you are, what you do or how you do it, at TELUS, your unique contribution and talents will be valued and respected. Because the more diverse perspectives we have the more likely we are to crack the code on what our customers want and our communities need.

Do you share our passion?

At TELUS, you create future friendly® possibilities.

At TELUS, we are committed to diversity and equitable access to employment opportunities based on ability.
Primary Location: CA-QC-St.Laurent
Schedule: Part-time

Apply now

Our industry and COVID-19

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