Goldstar Inbound Support Agent

Job Title: Goldstar Inbound Support Agent NA

Report to: Contact Centre Operations Supervisor

Location: Tunis, Tunisia

Overview of Role:

A Goldstar Inbound Phones agent is responsible for handling inbound calls and addressing Level 1 customer inquiries while playing a crucial role in providing front-line support to our customers. Your primary responsibility is to ensure that customers' issues or questions are resolved quickly and effectively, maintaining a positive customer experience.

Key Responsibilities

• Manage and resolve customer complaints that have escalated, through phone or salesforce cases, beyond the initial level of support, ensuring prompt and effective solutions.
• Deliver high-quality service to customers by addressing their concerns and inquiries with empathy and professionalism.
• Work to maintaining a high result on all KPI's: SLA's, CSAT, NPS, etc.
• Document all customer interactions, issues, and resolutions in service windows to ensure accurate records.
• Create Redo orders with clear notes identifying what the initial issue was.
• Create credit memos and e-mail them to customers.
• Collaborate with other departments to resolve complex customer issues efficiently.
• Must be available to receive inbound and make outbound calls (internally and externally)
• Proactively communicate with customers to manage expectations and ensure satisfaction.
• Updating ship to address on the UPS website once an order has closed (if shipped on our account)
• Create UPS call tags to pick up goods that don't meet the customers standards.
• Enter redo orders in the Repoman production app to alert the factory as needed.
• Any other care related tasks that may be required. 

Additional Responsibilities:

Comply with company policies, safety rules and regulations for personal and as pertaining to other employees. Maintain work area, equipment, and supplies in a neat and orderly condition.  Report any problems or difficulties to the leadership group.  Assist others/perform other duties when time permits or when so instructed.

What we need from you:

• Attention to detail – strong accuracy, reading, comprehension and listening skills are critical.
• Problem solving skills - the ability to think on your feet, work hard under pressure, and great problem-solving skills are three essential attributes for this role.
• Languages - proficient written and oral (in English) is essential. French is a plus. 
• Strong communicator – a team player with the ability to build relationships, and work with and through others to achieve Goldstar's goals is essential.
• Customer Service Focus - a passion for delivering the highest levels of customer service, a 'Customer is King' mentality and the ability to resolve customer issues effectively over the telephone is essential.
• A sense of urgency and the ability to work in a fast-paced and challenging work environment is essential.
• Excellent organization and time-management skills are also essential.
• Computer literate, with good keyboard skills; familiar with different on-line database packages and the Microsoft office Suite of products. Experience using the Matrix/GOPA entry app is an advantage.
• A strong customer service background with order entry experience is essential.
• Experience in B2B is an advantage but not essential.
• Willingness to learn about the promotional merchandise trade and Goldstar's distributor business is essential.

Our values

At Goldstar, we are guided by a set of core values that define our culture and approach to hiring:

Customers-First: 

We are committed to delivering exceptional customer experiences, both internally and externally. By understanding and fulfilling customer needs, we create impactful solutions that leave a lasting impression.

Continuous Improvement: 

We believe in the power of growth and evolution. Through open communication and a culture of innovation, we continuously strive to enhance our business and adapt to changing landscapes.

Goal-Oriented: 

We set clear objectives, remain disciplined in execution, and hold ourselves accountable for achieving measurable goals. Our focus is on driving results and making meaningful progress.

Integrity: 

We prioritize ethics in everything we do, ensuring that our actions are grounded in integrity and responsibility towards our planet, products, and people.

People-Centric: 

We value and respect every member of our team, fostering an environment where diversity is celebrated, contributions are recognized, and growth is encouraged.

About Goldstar
Goldstar team operates in 5 continents, reflecting our dedication to meeting the unique needs of global clients while fostering strong local connections. By combining our international presence with tailored support, we deliver exceptional products and seamless service, building a community where shared growth and success thrive.

Goldstar is on a mission to redefine the branded gift and promotional merchandising experience. Through our partners, we're helping brands make simpler and smarter buying decisions, create more meaningful connections, and deliver exceptional value at every step of the way. We're continuously working on being better at everything we do—embracing a desire

for ongoing transparency, innovation and growing our focus on sustainable development. We're committed to helping shape a better, brighter future—together.

#LI-RB1 #LI-Onsite

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