Goldstar Inbound Support Agent

Description

Job Title:  Goldstar Inbound Support Agent ROW DACH

Location:  Tunis 

Company: Goldstar

Department:  Customer Care

Reporting to: Contact Centre Operations Supervisor

Job Summary:

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 (including but not limited to): 

• Manage and resolve customer complaints that have escalated, through phone, email  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.
• Work with logistics teams if necessary to pick up orders for inspection
• Enter requests in the Repoman production app to alert production teams or other depts of any necessary action related to an order.
• 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

Requirements: 

• 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 German) is essential. French or English 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 put Customers First, delivering impactful experiences through thoughtful solutions. We embrace Continuous Improvement, foster a Goal-Oriented mindset, and act with Integrity in all we do. Above all, we are People-Centric, valuing diversity, inclusion, respect, and empowers employees to grow and contribute meaningfully.

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.

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