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 resolve customer inquiries in a comprehensive manner.

• Utilize customer service and sales expertise to enhance each interaction with customers.

• Notify management about issues that need escalation or that indicate larger underlying concerns.

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

• Employ technology tools to assist with daily responsibilities.

• Engage in both individual and team training sessions.

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

• Organize and oversee necessary follow-ups with customers.

• Document customer complaints and resolutions thoroughly.

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

• Uphold the confidentiality of customer information.

• Complete cross-training to assist with Consumer Affairs and eCommerce calls as required.

⛳️ Requirements

• Must be a resident of Canada.

• Proficiency in both French Canadian and English is required.

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

• Effective communication skills, both written and verbal.

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

• Availability to work a schedule that includes at least one weekend day and holiday shifts as outlined by management, including blackout periods.

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

• Technical aptitude is beneficial but not mandatory.

🏝️ Benefits

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

• A 30% employee discount along with other perks and discount programs.

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

• Potential for conversion to a permanent position based on performance and business requirements.