Bilingual contact center representative supporting TD customers through inbound and outbound banking calls. Providing advice, resolving inquiries, and meeting service and compliance goals.
About the role
- Remote call center agent supporting Carter’s and OshKosh customers by phone, email, and chat. Resolving inquiries, complaints, and sales opportunities across Canada.
Responsibilities
- Serve as the first point of contact for Carter’s customers via phone, email, and/or chat
- Identify and handle customer inquiries completely and accurately
- Demonstrate customer service and sales skills to optimize each customer interaction
- Alert management to issues requiring escalation or indicating larger underlying problems
- Resolve customer complaints and concerns and escalate as needed to a call center lead agent
- Use technology tools as directed 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
- Support both Consumer Affairs and eComm calls as needed based on business demands and call volume
- Report to the Call Center Supervisor
Requirements
- Must reside in Canada
- 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
- Must be able to work a schedule that includes a weekend day and holiday schedule as defined by Management
- Must comply with blackout periods as determined by Management
- Call center, Retail, and/or E-commerce experience is a plus
- Technical aptitude is a plus, but not required
- Flexibility and adaptability are crucial
- Must be willing to undergo cross-training to support both Consumer Affairs and eComm calls
Benefits
- Equipment including laptop, mouse, headset, and extra monitor are provided
- 30% employee discount
- Additional perks and discount programs
- Career development through Carter’s University, Toastmasters, mentorship programs, and other development paths
- Potential to convert to a permanent role based on performance and business needs
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Degree requirement
No Education Requirement
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