TELUS Mobility Client Loyalty & Retention Specialist Interview

Interviewed Apr 2011 in Toronto, ON (Canada) (took 2 days)

Applied in January 2011and heard back in April. Did a phone interview where they asked why I wanted to work at Telus, am I aware of call center culture, am I in school, do I have any conflicts with the training schedule. Say some flattering things about Telus and make sure that even if you are in school stress that working is your priority. Telus wants your full attention.

Then comes an online iq/skills test and 1:1 interview. Same old questions, what are your strengths, weaknesses, why Telus, where do you see yourself in 5 years, what do you know about the position, then scenario questions related to call-center work. These consisted of questions like what would you do with a tough customer, describe a situation when you could not help a customer, etc. Can be a little tough if you haven't worked in a call center before. I used all my collections stories so I was good.

One point of contention: at the 5 year question I noted that my longer term interest is marketing/communications (I don't to work in a call center forever). My interviewer got concerned and mentioned that if an office position is what I'm looking for then there are other positions within Telus that I can apply for. I did a pretty good job of saving myself from that, just saying things about wanting to learn the business, pay my dues, work my way up. I did that well, but I could tell he was a little hesitant after the interview. They lock you into a department for a year before you can apply for other internal positions, so he made sure to tell me that. I reassured him that that was fine with me (since I'm going back to school anyway, it works out!).

Got a call 2 weeks later saying I got the position. I accepted. Benefits, stock options, unionized, great pay + bonus - I'd be a fool to say no.