Multichannel Customer Support & Upsell Specialist

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

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.