Temporary Call Center Universal Agent Remote Job Mississauga Ontario Canada,Customer Service/HelpDesk

Position: Temporary Call Center Universal Agent Remote)

Serving the needs of all families with young children, Carter’s Inc. is the largest North American apparel retailer exclusively for babies and young children, encompassing Carter’s, Osh Kosh B’gosh, Skip
* Hop and Little Planet brands. Meaningful work, constant learning, genuine people, and a community guided by core values that promote inclusion and innovation is in everything we do. There are many reasons to build your career at Carter's.

HOW YOU’LL MAKE AN IMPACT:
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).

** MUST RESIDE IN CANADA

** $17.50/hr
** Equipment including laptop, mouse, headset, and extra monitor are provided!
** 30% employee discount plus additional perks and discount programs

50% - Customer Interaction & Communication:

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

20% Technology, Training, Sales & Follow-Up:

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 Osh Kosh products to maximize upsell and cross-sell opportunities

Schedule and manage any required customer follow-ups following Contact Center guidelines

30% Documentation & Data Management:

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

WE’D LOVE TO HEAR FROM YOU IF:
Must have:

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

Preferred skills and experience:

Call center, Retail, and/or E-commerce experience is a plus

Technical aptitude is a plus, but not required

#LI-Remote

MAKE A CAREER AT CARTER’S:

Career Development:
Success starts from within, and we have several paths from which you can choose to enhance your career evolution. From Carter’s University to Toastmasters to mentorship programs and more, we encourage you to utilize these tools to elevate your professional prowess.