Call Center Universal Agent Mx

Carters Brands, S.A. De C.V.; Xico; On-site; MXN 360,000 - 489,000; Full time

Job summary

Carter’s Inc. is hiring for a First Level Customer Support role. You will be the first contact for customers via phone, email, and chat, providing accurate information and resolving inquiries with a focus on service quality and upselling Carter’s products.

This position emphasizes effective communication, documentation accuracy, and adherence to contact center guidelines in a fast-paced environment.

Qualifications

• First point of contact for Carter’s customers via Phone, Email and/or Chat.
• Communicate effectively in written and verbal form.
• Provide strong customer service and sales to optimize experience.
• Identify and resolve inquiries completely and accurately via Phone, Email or Chat.
• Educate customers on Carter’s products and upsell where appropriate.
• Document complaints and solutions in required systems.
• Follow Center guidelines for follow-up communications.
• Maintain confidentiality of customer data.

Responsibilities

• Answer customer inquiries via multiple channels and resolve issues.
• Escalate to a call center lead when needed for resolution.
• Document conversations and requests in system records.
• Participate in trainings to keep knowledge up-to-date.

Skills

Customer service

Communication

Upselling

Documentation

Multichannel support

Education

High school diploma or GED

6 months customer service experience

Tools

Contact center software

CRM systems

Windows-based apps

Job description

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, OshKosh 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.

First level customer support

• First point of contact for Carter’s customers via Phone, Email and/or Chat
• Communicate effectively in both written and verbal communication fluently
• Demonstrate strong customer service and sales skills to optimize the experience for each customer contact
• Identify and handle all customer inquiries completely and accurately via Phone, Email and/or Chat as determined by the business needs
• Alert management of issues or concerns that require escalation for complete resolution or which may indicate a larger, underlying problem Educate and recommend Carter’s and OshKosh products to the customer maximizing opportunities to upsell or cross-sell company products and services
• Complete necessary documentation to manage customer complaints, uses and subsequent solutions
• Schedule, assign, or act on any required customer follow-up in accordance with Contact Center guidelines
• Resolve customer complaints and concerns to the satisfaction of the customer and escalated as needed to a call center lead agent
• Use technology tools as directed and within established guidelines
• Maintain confidentiality of the organization’s customer data
• Maintain accurate customer data including documentation of discussions, issues, customer requests or other relevant information into Contact Center systems as required
• Participate in individual and team trainings and meetings to ensure knowledge is up-to-date

SECONDARY FUNCTIONS (IF APPLICABLE - ANY DUTIES NOT CONSIDERED ESSENTIAL)

• Suggest Contact Center process improvements and participate in Contact Center initiatives for increased effectiveness
• Abide by Carter’s policies and procedures, specifically the attendance policy
• Must know, understand, and follow all Standard Operating Procedures
• Other miscellaneous duties assigned
• Computer literacy and basic ability to navigate systems and utilize Windows-based applications
• Ability to work independently, adhere to work schedule and manage regular duties with minimal supervision
• Preferred experience working in a call center environment and/or customer service experience
• Demonstrate excellence with listening, verbal, and written communication skills
• Working knowledge of computers, office software, email, and chat
• Ability to successfully operate multiple communication platforms simultaneously

PRIOR WORK EXPERIENCE AND EDUCATION REQUIREMENTS

• High school diploma or a GED preferred (not required)
• Minimum 6 months of customer service experience
• Call center, Retail and/or Ecommerce experience is a plus
• Technical aptitude is a plus, but not required

  PHYSICAL AND WORK DEMANDS

  • Access to a reliable computer with a mouse, keyboard, ethernet port, and input for a headset (Carter’s-provided headset)
  • High speed internet with minimum speed of 20 Mbps
  • Ability to work in a highly structured environment
  • Ability to work in a competitive performance driven environment
  • Ability to handle repetitiveness of contacts from internal and external customers
  • Frequent speaking, listening using a headset, sitting, use of hands/fingers across keyboard or mouse, long periods working at a computer
  • Holiday work schedule as defined by Management and business needs/volume
  • Comply with blackout periods as determined by Management

  NOTE- THIS POSITION DESCRIPTION IS NOT INTENDED TO BE ALL-INCLUSIVE. THE DUTIES DESCRIBED MAY BE CHANGED OR REASSIGNED AT THE DISCRETION OF MANAGEMENT, AND THE EMPLOYEE MAY BE REQUIRED TO PERFORM DUTIES THAT ARE NOT LISTED IN THE POSITION DESCRIPTION.

  Carter’s is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity, sexual orientation, national origin, genetics, disability, age, veteran status, or any other status protected by federal, state, or local law.

  Carter's, Inc. (NYSE:CRI), is the largest branded marketer in the United States of apparel and related products exclusively for babies and young children. The Company owns the Carter's and OshKosh B'gosh brands, two of the most recognized brands in the marketplace. These brands are sold in leading department stores, national chains, and specialty retailers domestically and internationally. They are also sold through more than 600 Company-operated stores in the United States and Canada and on-line. Carter's is headquartered in Atlanta, Georgia.

  If you dream of working with innovative colleagues who support and inspire you, Count on Carter's.