Temporary Call Center Universal Agent

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

📋 Description

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

• Accurately identify and resolve customer inquiries in a comprehensive manner.

• Showcase customer service and sales proficiency to enhance every customer interaction.

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

• Address customer complaints and issues, escalating to a call center lead agent when necessary.

• Utilize technological tools to assist with daily responsibilities.

• Engage in individual and team training sessions.

• Inform customers about Carter’s and OshKosh products to enhance upsell and cross-sell potential.

• Organize and oversee necessary follow-ups with customers.

• Document customer complaints and the corresponding solutions.

• Keep accurate customer data and records in Contact Center systems.

• Ensure the confidentiality of customer information.

• Cross-train to assist with both Consumer Affairs and eComm calls based on business needs and call volume.

⛳️ Requirements

• Must be a resident of Canada.

• At least 6 months of experience in customer service.

• Strong written and verbal communication skills.

• Ability to work independently, follow a work schedule, and manage regular responsibilities with minimal oversight.

• Must be available to work a schedule that includes weekend and holiday shifts as determined by Management.

• Must adhere to blackout periods as set by Management.

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

• Technical skills are beneficial, though not mandatory.

🏝️ Benefits

• Equipment such as a laptop, mouse, headset, and additional monitor will be provided.

• Enjoy a 30% employee discount.

• Access to additional perks and discount programs.

• Opportunities for career development through Carter’s University, Toastmasters, mentorship programs, and other resources.