Temporary Bilingual Call Center Universal Agent, Canada (Remote)

Carters Inc.•Quebec, QC

25d•Remote

About The Position

The Temporary Call Center Universal Agent is the first point of contact for Carter's customers via Phone, Email, and/or chat. In this role, the agent will assist in identifying and resolving customers' issues while demonstrating strong customer service and sales skills to optimize each customer interaction. This role reports to the Call Center Supervisor and is a fully remote position, with the potential to convert to a permanent role based on performance and business needs. Must be able to work a schedule that includes a weekend day and holiday schedule as defined by Management (including complying with blackout periods as determined by Management).

Requirements

Must reside in Canada
Must speak French Canadian and English
6+ months of customer service experience
Ability to communicate effectively in both written and verbal communication
Ability to work independently, adhere to work schedule, and manage regular duties with minimal supervision

Nice To Haves

Call center, Retail, and/or E-commerce experience is a plus
Technical aptitude is a plus, but not required

Responsibilities

Identify and handle all customer inquiries completely and accurately via Phone, Email, and/or Chat as determined by business needs
Demonstrate strong customer service and sales skills to optimize the experience for each customer contact
Alert management of issues or concerns that require escalation for complete resolution or which may indicate a larger, underlying problem
Resolve customer complaints and concerns to the satisfaction of the customer and escalate as needed to a call center lead agent
Use technology tools as directed and within established guidelines to support daily tasks
Participate in individual and team training sessions to stay current with knowledge and best practices
Educate customers on Carter’s and OshKosh products to maximize upsell and cross-sell opportunities
Schedule and manage any required customer follow-ups following Contact Center guidelines
Complete necessary documentation to manage customer complaints and solutions
Maintain accurate customer data including documentation of discussions, issues, customer requests, or other relevant information in Contact Center systems
Maintain confidentiality of the organization’s customer data
All Call Center (CC) positions will undergo cross-training to support both Consumer Affairs and eComm calls. Agents are expected to assist in both areas as necessary, depending on business demands and call volume.