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?
RoleTechnical Support Representative
DifficultyMedium
TopicCultural Fit
Asked at
Why This Is Asked
TELUS emphasizes these core values. The interviewer wants to see if your behavior aligns with their culture and if you can work cross-functionally to deliver excellent client outcomes.
General Approach
Choose an example that highlights both client empathy and teamwork. Show how you took initiative without bypassing protocols. Mention specific actions that reflect the company's values.
General Answer
Start by anchoring your answer in the specific moment you recognized the client's need, then walk through the exact steps you took, including how you looped in a teammate or another department. Say plainly that you first acknowledged the client's frustration, set a realistic expectation about what you could do and when, then escalated or coordinated internally without dumping the problem on someone else. For example, if a customer in a BPO setting needed a billing adjustment that required supervisor approval, explain that you drafted the request, followed up with the approver, and personally called the client back with the resolution rather than leaving them waiting. Be honest about a time you did not just hand off the ticket but tracked it to completion, and mention how you shared credit with your team. In the Philippine context, you can note that you used a respectful but solution-oriented tone, avoiding the common habit of saying "sorry po" without offering a fix, and instead said something like "I will check this and give you an update by this time." Close by connecting your actions to the company's value of collaboration, showing that going above and beyond means working smarter with others, not just working harder alone.
PH Interview Gotcha
Some Filipino agents over-promise by saying 'I will personally fix this' without authority, leading to unmet expectations. Instead, set realistic timelines and collaborate properly. Also, avoid saying 'Sorry po, next time na lang' when things go wrong, offer solutions instead.
Sample STAR Answer▾
S
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.
T
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.
A
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.
R
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.
Key Takeaway
Going beyond standard procedures and collaborating across teams can turn a negative experience into a loyalty-building one. Ownership and clear communication are vital.
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