Bilingual contact center representative supporting TD banking customers with account inquiries and issue resolution. Delivering personalized service while recommending relevant financial products and services.
About the role
- Remote bilingual call center agent supporting Carter’s and OshKosh customers across phone, email, and chat. Resolving issues, documenting interactions, and identifying sales opportunities for children’s apparel brands.
Responsibilities
- Serve as the first point of contact for Carter’s customers via phone, email, and/or chat
- Identify and resolve customer issues while demonstrating customer service and sales skills
- Handle customer inquiries completely and accurately
- Alert management to issues requiring escalation or indicating larger underlying problems
- Resolve customer complaints and concerns and escalate as needed
- Use technology tools to support daily tasks
- Participate in individual and team training sessions
- Educate customers on Carter’s and OshKosh products to maximize upsell and cross-sell opportunities
- Schedule and manage required customer follow-ups
- Complete documentation for customer complaints and solutions
- Maintain accurate customer data and records in Contact Center systems
- Maintain confidentiality of customer data
- Cross-train and support both Consumer Affairs and eComm calls as business demands and call volume require
Requirements
- Must reside in Canada
- Must speak French Canadian and English
- 6+ months of customer service experience
- Effective written and verbal communication skills
- Ability to work independently with minimal supervision
- Ability to adhere to a work schedule and manage regular duties
- Must work a schedule including a weekend day and management-defined holiday schedule
- Must comply with management-defined blackout periods
- Call center, retail, and/or e-commerce experience is a plus
- Technical aptitude is a plus but not required
Benefits
- Equipment including laptop, mouse, headset, and extra monitor are provided
- 30% employee discount
- Additional perks and discount program
- Potential to convert to a permanent role based on performance and business needs
- Career development through Carter’s University, Toastmasters, mentorship programs, training, and development programs
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Degree requirement
No Education Requirement
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