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

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

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