Bilingual Call Center Universal Agent

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Carters Inc.

WebsiteLinkedInAll Job Openings

10,000+ employees

Founded 1865

🛍️ eCommerce

👥 B2C

🛒 Retail

eCommerce • B2C • Retail

Carters Inc. is a company that specializes in designing and selling a range of high-quality baby products, including teething rings, pacifier clips, pacifier cases, and rattles. With a focus on elegance, originality, and quality, the brand aims to provide stylish and practical solutions for parents seeking thoughtful gifts for newborns and infants. Carters Inc. combines contemporary designs with functional baby essentials to cater to the needs of both babies and their parents.

📋 Description

• 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