BPO & Outsourcing
Your practice track for Customer Service Representative
at TELUS International
What this interview covers
Interviewers for Customer Service Representative roles at TELUS International typically test across 5 areas:
Philippine-specific tips for this role
- ▸ Avoid saying 'gusto ko lang po ng trabaho' or 'malapit lang po sa bahay.' Interviewers want to hear that you chose this company specifically, not just any job. Replace convenience-based reasons with something you genuinely learned about the company.
- ▸ Some candidates try to impress by badmouthing other agents ('Yung previous agent kasi hindi marunong, mali mali sinabi'). That raises a red flag about teamwork. Also, avoid 'Actually po, ang sinabi niya ay...' followed by a long Taglish retelling. Keep it professional and concise.
- ▸ Many Filipino applicants over-apologize with 'Sorry po, sir, sorry talaga' which can sound subservient and fail to project confidence. Interviewers want to see you can acknowledge the emotion without sounding like you're begging for forgiveness.
- ▸ In role-plays, Filipino candidates sometimes slip into Taglish out of nervousness ('Sorry po, sir, susubukan natin ayusin' or 'Wait lang po ha'). Commit to full English during the role-play. Also, over-promising like 'Tatawagan kita personally' can backfire; stick to realistic process pledges.
- ▸ Avoid blurting an inflated number just to seem confident, or saying 'kahit magkano po, okay lang' to seem agreeable; both can hurt your credibility. Anchor your answer in research rather than guessing in either direction.
All 5 questions in this set
Why do you want to work here?
This question screens for genuine interest versus a candidate applying everywhere without preparation. Employers want to see you did some research and can connect it to your own motivations.
Tell me about a time you corrected misinformation given by a previous agent.
TELUS International handles complex accounts where misinformation can lead to client liability. They need CSRs who can correct errors diplomatically and accurately.
How would you handle an irate customer?
TELUS International handles countless irate customers across telecom and tech accounts; they need CSRs who can de-escalate and problem-solve without taking abuse personally.
Let's do a role-play. I'm an irate client whose internet drops every evening despite two technician visits. How would you handle this call?
CSRs at TELUS often face repeat issues on technical accounts; the interviewer tests if you can remain systematic and empathetic rather than robotic or panicked.
What are your salary expectations?
Employers ask this early to check whether your expectations align with their budget for the role, and to see if you have done basic research on compensation rather than guessing.