TELUS International values client focus and collaboration. Can you give an example of when you went above and beyond to help a client or worked effectively in a team to solve a client issue?

Situation

In my last BPO job supporting a banking app, a customer called because they couldn't transfer funds to pay an urgent bill. The transaction kept failing, and they were worried about late fees.

Task

I needed to resolve the transfer issue quickly, but after standard troubleshooting, it became clear the problem required backend investigation. However, the customer needed immediate assurance.

Action

I told the customer I'd personally own the case. I escalated to the technical team with detailed logs and followed up every hour. Meanwhile, I coordinated with the payments team to confirm no duplicate charges occurred. I called the customer back twice with updates, even though our protocol was to call only once. I also proactively asked my team lead to authorize a goodwill credit for the potential late fee.

Result

The backend team fixed the bug within four hours. The customer was able to complete the transfer and was extremely grateful for the proactive updates. They left positive feedback specifically mentioning my name.