The Temporary Call Center Universal Agent is the first point of contact for Carter's customers via Phone, Email, and/or chat. In this role, the agent will assist in identifying and resolving customers' issues while demonstrating strong customer service and sales skills to optimize each customer interaction.

This role must be able to work a schedule that includes a weekend day and holidays defined by Management. MUST BE BASED IN MEXICO CITY.

50% - Customer Interaction & Communication:

- Identify and handle all customer inquiries completely and accurately via Phone, Email, and/or Chat as determined by business needs
- Demonstrate strong customer service and sales skills to optimize the experience for each customer contact
- Alert management of issues or concerns that require escalation for complete resolution or which may indicate a larger, underlying problem
- Resolve customer complaints and concerns with a focus on being relational with every customer contact.
- Being proactively generous with utilizing power of autonomy, trust and judgement to build brand loyalty.

Technology, Training, Sales & Follow-Up:

- Use technology tools as directed and within established guidelines to support daily tasks
- Participate in individual and team training sessions to stay current with knowledge and best practices
- Educate customers on Carter’s and OshKosh products to maximize brand loyalty with easy experiences, upselling and cross-selling opportunities.




- Schedule and manage any required customer follow-ups following Contact Center guidelines

30% Documentation & Data Management:

- Complete necessary documentation to manage customer complaints and solutions
- Maintain accurate customer data including documentation of discussions, issues, customer requests, or other relevant information in Contact Center systems
- Maintain confidentiality of the organization’s customer data

Must have:

- Customer service experience
- Advanced English
- Ability to work independently, adhere to work schedule, and manage regular duties with minimal supervision

Preferred skills and experience:

- Call center, Retail, and/or E-commerce experience is a plus
- Technical aptitude is a plus, but not required

Benefits

- Work from Home
- Saving fund
- Food Coupons

At Carter's we promote a culture of inclusion and an environment of equality and respect, therefore our Talent Acquisition process is aligned to a policy of equality and non-discrimination with a firm commitment to attract, retain, develop and motivate our human talent based on competencies and skills. Carter's provides equal opportunities to all candidates, regardless of race, religion, gender, sexual orientation, marital or conjugal status, nationality or any other situation protected by federal, state or local laws, and does not require medical certificates of non-pregnancy and Human Immunodeficiency Virus (HIV) as requirements for admission, permanence or promotion in employment.

📌 Peak Season Call Center Agent (Miguel Hidalgo)
🏢 CARTERS BRANDS, S.A. DE
📍 Miguel Hidalgo