TELUS Digital Customer Support Representative Interview Questions
& Process

The hiring process started out pretty standard and organized, but it got kind of confusing and all over the place as we went on. First, there was a call with HR where they mostly checked my English. Then, I had to do a test that took almost an hour. The next call was supposed to be about my availability and days off, and they mentioned another test. But then the fourth call was totally different and focused on saying I probably couldn't get time off, explaining that it's up to management and how long you've been there. A big thing they kept bringing up in lots of calls was if I'd need time off in the next three months. I only asked for four days, and I could have even worked around them. But in the end, HR said it was unlikely I'd get any time off because the manager handles it in a specific way. When I said I understood I might not get holidays in the first year but would expect some the next, they said nothing was guaranteed because the manager has preferences, with no real explanation. A major issue was how unclear the time-off rules were. They said it's based on how long you've worked there, but didn't explain how it's fair. When I brought up real situations, like working on important personal dates or holidays, they didn't really address it and just acted like it was a problem. They also brushed off my concerns about free time. The vibe changed, and HR started questioning my approach with customers, asking if I'd be as blunt with them. They implied I seemed annoyed about the time off and wanted to make sure I was a good fit. It felt like they were avoiding the main point and shutting down the conversation instead of answering a legit question about work-life balance. Also, one call wasn't scheduled, and it wasn't clear it was an interview step, but later I was told I 'didn't pass.' That call was hard to follow sometimes—repetitive, disorganized, and they got defensive when I asked questions. Some questions didn't seem related to the job, with confusing hypothetical situations. The call ended suddenly with no clear wrap-up. So, while it started well, the process had major communication, transparency, and consistency problems. It also felt like direct, reasonable questions about work-life balance weren't welcomed, which made the whole experience unclear and unprofessional.

I applied online for the customer service role. A few days later, I received an email for an online assessment. However, upon checking the pay, I saw they were offering only $14/hour for an experienced and bilingual candidate. I replied that I wasn't interested. They sent another invitation and eventually called me. I reiterated that the pay was too low for the qualifications they were seeking. Subsequently, they sent an email stating my application was unsuccessful, which was ironic because I had rejected their invitation, not the other way around. They called me losers because I wouldn't work for cheap.

The interview process was professional and respectful. From the initial contact to the final discussions, I felt valued as a candidate. The interviewers were well-prepared, asking insightful questions that demonstrated their understanding of the role. They actively listened to my responses, creating an open dialogue. Overall, the experience reinforced my interest in the company and its culture, making me eager to potentially join the team. Their emphasis on a positive candidate experience truly stood out.