Goldstar - Inbound Support Agent – Phones, NA Market

Job Title: Goldstar Inbound Support Agent – Phones, NA Market
Report to: Contact Centre Supervisor
Required Language: Fluent English is essential
Location: Tunis

Overview of Role: 

We are seeking a highly motivated care agent, who will work on the inbound phones team and provide the highest level of service to our Goldstar customers. 

Performing the role in line with the Goldstar Values:

Family - Treating our customers and our Goldstar team members like family.

Simplicity - Ensuring all of our solutions we supply for our customers are easy with no hassle.

Delighting our customers – We make sure every customer enjoys working with us by

exceeding their expectations and providing the highest level of customer service and a 

quality product.

Work hard, play hard - Work hard and give our all and at the same time love and enjoy what we do.

What you will do:

(Including but not limited to)

• Answering all Inbound calls from the North America Market
• First point of contact for all inbound calls
• Provide the customer with the information they require, or
• Transfer or escalate the call to the relevant person.
• Handling Level 1 customer enquiries. These are typically straight forward requests which do not need to be transferred to other teams/depts. This will allow us to provide a fast solution to the customers request. 
• You will support the complaints dept in customer escalations issues and assist in fast resolutions and follow up, if needed. 
• Teamwork, personal and business improvement
  • Ensure daily KPI’s are met.
  • Contribute ideas and feedback at weekly meetings.
• Identify opportunities for process improvements.
• Take full responsibility for managing time and daily activities.
• Actively participate in all training and development activities
• Any other duties or activities as directed 

What we need from you:

Previous experience

• 2+ years in a customer service role, or similar contact centre role, is preferred.
• Demonstrated previous measurable success in a care role is a distinct benefit.
• Ability to work evening shift to suit North America Market 

Key Skills and Attributes

• Self-motivated, with initiative, and able to work in a self-directed entrepreneurial environment.
• Ambitious and driven, with an ability to work to targets/deadlines.
• Strong telephone manner: courteous, clear speech and the ability to gain the customers confidence over the telephone.   Will not hesitate to pick up the phone, especially when there is a customer problem.
• Ability to demonstrate empathy.
• Ability to stay calm and professional under pressure.
• Great listening skills and attention to detail is crucial.   Demonstrated ability to understand the clients’ needs.
• A sense of urgency and the desire to respond quickly to customer requests, providing premium levels of service. 
• Computer literate, with good keyboard skills; familiar with different on-line database packages, and the Microsoft office Suite of products. Knowledge of Salesforce and Symbee Phone system are an advantage but not essential. 
• Team Player with great organization skills
• Fluent written and spoken English to a high standard is essential. 

What we will provide:

• The opportunity for you to make a meaningful and serious contribution towards a very successful and rapidly growing business.
• A supportive environment with opportunities to grow and develop your career. 
• A modern, fast paced, and exciting company culture

About Goldstar, Goldstar is becoming famous for unbeatable value metal and full-colour writing instruments, combined with headache free all-inclusive pricing and a passionate team who will do whatever it takes to delight their customers.  Goldstar’s mission is to become the best supplier in the industry and to make all distributors love Goldstar.  

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