Temporary Call Center Universal Agent

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

📋 Description

• Act as the initial point of contact for Carter's customers through Phone, Email, and/or chat.

• Accurately identify and manage customer inquiries in a thorough manner.

• Exhibit customer service and sales abilities to enhance each customer interaction.

• Notify management of issues that need escalation or suggest larger underlying problems.

• Address customer complaints and concerns, escalating them to a call center lead agent as necessary.

• Utilize technological tools to assist with daily responsibilities.

• Engage in both individual and team training sessions.

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

• Organize and oversee necessary customer follow-ups.

• Document customer complaints and corresponding solutions thoroughly.

• Ensure accurate maintenance of customer data and records within Contact Center systems.

• Uphold confidentiality regarding customer information.

• Provide support in both Consumer Affairs and eComm calls as required based on business demands and call volume.

⛳️ Requirements

• Must be a resident of Canada.

• At least 6 months of experience in customer service.

• Capable of effective communication in both written and spoken forms.

• Ability to work independently, follow a work schedule, and manage routine tasks with minimal oversight.

• Must be available to work a schedule that includes at least one weekend day and holiday shifts as specified by Management.

• Must adhere to blackout periods as established by Management.

• Experience in call center, Retail, and/or E-commerce is advantageous.

• Technical skills are beneficial, though not mandatory.

• All Call Center roles require cross-training to assist with both Consumer Affairs and eComm calls.

🏝️ Benefits

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

• Enjoy a 30% employee discount along with various other perks and discount programs.

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

• Possibility of transitioning to a permanent position based on performance and business requirements.