Bilingual Call Center Universal Agent

This is a fully remote position, open to applicants in Canada.

📋 Description

• Act as the primary point of contact for Carter’s customers through phone, email, and/or chat.

• Recognize and address customer concerns while showcasing customer service and sales expertise.

• Effectively manage customer inquiries with accuracy and thoroughness.

• Notify management of issues that require escalation or suggest broader underlying concerns.

• Address customer complaints and issues, escalating as necessary.

• Utilize technological tools to facilitate daily tasks.

• Engage in both individual and team training sessions.

• Inform customers about Carter’s and OshKosh products to enhance upselling and cross-selling opportunities.

• Organize and oversee necessary follow-ups with customers.

• Complete documentation related to customer complaints and resolutions.

• Ensure the accuracy of customer data and records in Contact Center systems.

• Uphold the confidentiality of customer information.

• Cross-train and support both Consumer Affairs and eComm calls as needed based on business demands and call volume.

⛳️ Requirements

• Must reside in Canada.

• Proficiency in both French Canadian and English is required.

• A minimum of 6 months of experience in customer service.

• Strong written and verbal communication skills.

• Capability to work independently with little supervision.

• Ability to follow a work schedule and manage regular responsibilities.

• Must be available to work a schedule that includes at least one weekend day and a management-defined holiday schedule.

• Must adhere to management-defined blackout periods.

• Experience in call centers, retail, and/or e-commerce is advantageous.

• Technical aptitude is beneficial but not mandatory.

🏝️ Benefits

• Equipment provided includes a laptop, mouse, headset, and an extra monitor.

• Enjoy a 30% employee discount.

• Additional perks and a discount program available.

• Opportunity to transition to a permanent position based on performance and business requirements.

• Career advancement opportunities through Carter’s University, Toastmasters, mentorship programs, and various training and development initiatives.