Goldstar Customer Support Agent DACH Market - Day Shift

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    "ExternalDescriptionStr": "<figure class=\"table\"><table><tbody><tr><td><span><strong>Job Title:&nbsp;</strong>Goldstar Customer Support Agent DACH Market - Day Shift</span></td></tr><tr><td><span><strong>Location</strong>: Tunis, Tunisia</span></td></tr><tr><td><span><strong>Reporting to:&nbsp;</strong>Contact&nbsp;Centre Operations&nbsp;Supervisor</span></td></tr><tr><td><p style=\"margin-left: 0in;\"><span><strong>Overview of Role:</strong></span></p><p style=\"margin-left: 0in;\"><span>The&nbsp;Customer Support&nbsp;Agent&nbsp;is responsible&nbsp;for managing pre-order, post-order, and general customer inquiries&nbsp;for&nbsp;the German&nbsp;market,&nbsp;ensuring&nbsp;an&nbsp;excellent&nbsp;customer&nbsp;experience&nbsp;through timely communication, problem resolution, and coordination with&nbsp;internal teams.</span></p><p style=\"margin-left: 0in;\"><span>This&nbsp;role&nbsp;acts&nbsp;as&nbsp;a&nbsp;key&nbsp;point&nbsp;of&nbsp;contact&nbsp;for&nbsp;customers&nbsp;and&nbsp;sales&nbsp;teams, supporting&nbsp;the&nbsp;full order lifecycle,&nbsp;from&nbsp;product&nbsp;inquiries&nbsp;and&nbsp;quotations&nbsp;through&nbsp;to&nbsp;delivery,&nbsp;issue&nbsp;resolution,&nbsp;and&nbsp;after-sales support.</span></p></td></tr><tr><td><p><span><strong><u>Primary responsibilities</u></strong></span><br><br>&nbsp;</p><p style=\"margin-left: 5.6pt;\"><span><strong>Customer&nbsp;Support&nbsp;&amp;&nbsp;Communication</strong></span></p><ul><li><span>Handle&nbsp;inbound&nbsp;and&nbsp;outbound&nbsp;customer&nbsp;communications&nbsp;via&nbsp;email, phone,&nbsp;and&nbsp;chat in&nbsp;a professional and timely manner.</span></li><li><span>Provide&nbsp;excellent&nbsp;customer&nbsp;service&nbsp;by&nbsp;resolving&nbsp;inquiries,&nbsp;complaints,&nbsp;and&nbsp;escalations&nbsp;through to full&nbsp;resolution.</span></li><li><span>Proactively&nbsp;communicate&nbsp;updates&nbsp;and&nbsp;manage&nbsp;customer&nbsp;expectations&nbsp;throughout&nbsp;the order process.</span></li></ul><p style=\"margin-left: 10.9pt;\"><span><strong>Pre-Order&nbsp;Support</strong></span></p><ul><li><span>Manage&nbsp;customer&nbsp;requests&nbsp;related&nbsp;to&nbsp;pricing,&nbsp;quotations,&nbsp;product&nbsp;information, virtuals, samples,&nbsp;and product alternatives.</span></li><li><span>Support&nbsp;customers&nbsp;and&nbsp;sales&nbsp;teams&nbsp;with&nbsp;product selection,&nbsp;vision&nbsp;boards, and&nbsp;other&nbsp;sales&nbsp;tools.</span></li><li><span>Handle&nbsp;inquiries&nbsp;related&nbsp;to&nbsp;compliance,&nbsp;packaging,&nbsp;rush&nbsp;requests,&nbsp;and&nbsp;special&nbsp;order requirements.</span></li></ul><p style=\"margin-left: 10.9pt;\"><span><strong>Post-Order&nbsp;Support</strong></span></p><ul><li><span>Provide&nbsp;order&nbsp;updates,&nbsp;tracking&nbsp;information,&nbsp;and&nbsp;support&nbsp;for&nbsp;out-of-stock&nbsp;alternatives&nbsp;or&nbsp;order changes.</span></li><li><span>Manage&nbsp;missed&nbsp;ship&nbsp;dates, delivery&nbsp;issues,&nbsp;returns,&nbsp;pickups,&nbsp;and&nbsp;reverse logistics&nbsp;activities.</span></li><li><span>Create&nbsp;redo orders,&nbsp;production&nbsp;requests,&nbsp;and&nbsp;factory&nbsp;backorders&nbsp;where&nbsp;required.</span></li></ul><p style=\"margin-left: 10.9pt;\"><span><strong>Issue&nbsp;Resolution&nbsp;&amp;&nbsp;Escalation&nbsp;Management</strong></span></p><ul><li><span>Create and manage tickets, service requests, and action requests in internal systems to track and resolve issues efficiently.</span></li><li><span>Process&nbsp;credit memos&nbsp;and&nbsp;coordinate&nbsp;corrective&nbsp;actions&nbsp;where necessary.</span></li><li><span>Escalate&nbsp;issues&nbsp;appropriately&nbsp;and&nbsp;collaborate&nbsp;with&nbsp;internal&nbsp;stakeholders&nbsp;to&nbsp;ensure&nbsp;timely&nbsp;resolution.</span></li></ul><p style=\"margin-left: 10.9pt;\"><span><strong>Cross-Functional&nbsp;Collaboration</strong></span></p><ul><li><span>Work&nbsp;closely&nbsp;with&nbsp;Sales,&nbsp;Production,&nbsp;Logistics,&nbsp;and&nbsp;other&nbsp;internal&nbsp;teams&nbsp;to&nbsp;ensure&nbsp;smooth&nbsp;order&nbsp;processing and customer satisfaction.</span></li><li><span>Support internal teams with API inquiries, website registration, and system-related processes when needed.</span></li></ul><p style=\"margin-left: 10.9pt;\"><span><strong>Administration&nbsp;&amp;&nbsp;Performance</strong></span></p><ul><li><span>Maintain&nbsp;accurate records&nbsp;of&nbsp;customer interactions,&nbsp;issues,&nbsp;and&nbsp;resolutions&nbsp;in&nbsp;internal&nbsp;systems.</span></li><li><span>Monitor&nbsp;and&nbsp;manage&nbsp;assigned&nbsp;tasks&nbsp;and&nbsp;workflows,&nbsp;ensuring&nbsp;SLAs&nbsp;and&nbsp;KPIs&nbsp;are&nbsp;consistently&nbsp;met.</span></li><li><span>Contribute to team goals related to service levels, customer satisfaction (CSAT), and Net Promoter Score&nbsp;(NPS).</span></li></ul><p style=\"margin-left: 10.9pt;\"><span><strong>Additional&nbsp;Duties</strong></span></p><ul><li><span>Comply&nbsp;with all&nbsp;company&nbsp;policies,&nbsp;procedures,&nbsp;and&nbsp;safety regulations.</span></li><li><span>Maintain&nbsp;a&nbsp;clean&nbsp;and&nbsp;organised&nbsp;work environment.</span></li><li><span>Support&nbsp;additional&nbsp;tasks&nbsp;and&nbsp;projects&nbsp;as&nbsp;required&nbsp;by&nbsp;management.</span></li><li><span>Must&nbsp;be&nbsp;available&nbsp;to&nbsp;handle&nbsp;inbound and&nbsp;outbound&nbsp;communications&nbsp;(internal&nbsp;and&nbsp;external).Support&nbsp;internal&nbsp;teams&nbsp;with&nbsp;API&nbsp;inquiries,&nbsp;website&nbsp;registration,&nbsp;and&nbsp;system-related&nbsp;processes&nbsp;when&nbsp;needed.</span></li></ul><p style=\"margin-left: 10.9pt;\"><span><strong>Administration&nbsp;&amp;Performance</strong></span></p><ul><li><span>Maintain&nbsp;accurate&nbsp;records&nbsp;of&nbsp;customer&nbsp;interactions,&nbsp;issues,&nbsp;and&nbsp;resolutions&nbsp;in&nbsp;internal&nbsp;systems.</span></li><li><span>Monitor&nbsp;and&nbsp;manage&nbsp;assigned&nbsp;tasks&nbsp;and&nbsp;workflows,&nbsp;ensuring&nbsp;SLAs&nbsp;and&nbsp;KPIs&nbsp;are&nbsp;consistently&nbsp;met.</span></li><li><span>Contribute&nbsp;to&nbsp;team&nbsp;goals related&nbsp;to&nbsp;service levels,&nbsp;customer&nbsp;satisfaction&nbsp;(CSAT),&nbsp;and&nbsp;Net Promoter&nbsp;Score (NPS).</span></li></ul><p style=\"margin-left: 10.9pt;\"><span><strong>Additional&nbsp;Duties</strong></span></p><ul><li><span>Comply&nbsp;with all&nbsp;company&nbsp;policies,&nbsp;procedures,&nbsp;and&nbsp;safety regulations.</span></li><li><span>Maintain&nbsp;a&nbsp;clean&nbsp;and organised&nbsp;work&nbsp;environment.</span></li><li><span>Support&nbsp;additional&nbsp;tasks&nbsp;and&nbsp;projects&nbsp;as&nbsp;required&nbsp;by&nbsp;management.</span></li><li><span>Must&nbsp;be&nbsp;available&nbsp;to&nbsp;handle&nbsp;inbound&nbsp;and&nbsp;outbound&nbsp;communications&nbsp;(internal&nbsp;and external).</span></li></ul></td></tr><tr><td><p><span><strong><u>Requirements &amp; Qualifications</u></strong></span></p><p>&nbsp;</p><ul><li><span><strong>Languages&nbsp;</strong>– Native-level or near-native <strong>German&nbsp;</strong>language skills are required, particularly in <strong>spoken communication</strong>, as this role involves frequent phone interaction with customers and requires the ability to clearly understand, interpret, and resolve customer inquiries efficiently.&nbsp;</span></li><li><span>Intermediate to Upper Inermediate&nbsp;written and verbal communication skills in <strong>English&nbsp;</strong>are also essential</span></li><li><span>6 months seniority in National Pen is required</span></li><li><span>Strong&nbsp;customer&nbsp;service&nbsp;mindset&nbsp;with&nbsp;excellent&nbsp;communication&nbsp;and&nbsp;interpersonal&nbsp;skills.</span></li><li><span>Strong&nbsp;problem-solving&nbsp;skills and&nbsp;ability&nbsp;to&nbsp;make&nbsp;decisions&nbsp;quickly&nbsp;under&nbsp;pressure.</span></li><li><span>Excellent&nbsp;attention&nbsp;to&nbsp;detail&nbsp;and&nbsp;a&nbsp;high&nbsp;level&nbsp;of&nbsp;accuracy.</span></li><li><span>Strong&nbsp;organisational&nbsp;and&nbsp;time&nbsp;management&nbsp;skills&nbsp;with&nbsp;the&nbsp;ability&nbsp;to&nbsp;prioritize&nbsp;effectively.</span></li><li><span>Ability&nbsp;to&nbsp;work&nbsp;with&nbsp;urgency&nbsp;in&nbsp;a&nbsp;fast-paced&nbsp;and&nbsp;dynamic&nbsp;environment.</span></li><li><span>Team&nbsp;player with&nbsp;the&nbsp;ability to&nbsp;collaborate&nbsp;cross-functionally.</span></li><li><span>Strong&nbsp;computer&nbsp;literacy,&nbsp;including&nbsp;Microsoft&nbsp;Office,&nbsp;and&nbsp;online&nbsp;systems/databases.&nbsp;Salesforce experience would be an advantage</span></li></ul><p style=\"margin-left: 0.5in;\"><span>Strong&nbsp;computer&nbsp;literacy,&nbsp;including&nbsp;Microsoft&nbsp;Office,&nbsp;and&nbsp;online systems/databases.&nbsp;Salesforce&nbsp;experience would be an advantage</span></p></td></tr><tr><td><p><span><strong><u>Our values</u></strong></span></p><p><span>At Pens.com, we are guided by a set of core values that define our culture and approach to hiring:</span></p><p><span><strong>Customers-First:&nbsp;</strong></span></p><p><span>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.</span></p><p><span><strong>Continuous Improvement:&nbsp;</strong></span></p><p><span>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.</span></p><p><span><strong>Goal-Oriented:&nbsp;</strong></span></p><p><span>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.</span></p><p><span><strong>Integrity:&nbsp;</strong></span></p><p><span>We prioritize ethics in everything we do, ensuring that our actions are grounded in integrity and responsibility towards our planet, products, and people.</span></p><p><span><strong>People-Centric:&nbsp;</strong></span></p><p><span>We value and respect every member of our team, fostering an environment where diversity is celebrated, contributions are recognized, and growth is encouraged.</span></p></td></tr><tr><td><p><span><strong>Equal Opportunity Employer</strong></span></p><p><br><span>We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, sex, gender, gender expression, sexual orientation, age, marital status, veteran status, or disability status. We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation - no applicant will be penalized as a result of such a request.</span></p></td></tr><tr><td><p style=\"margin-left: 0in;\"><span><strong>About Goldstar</strong></span><br><br><span>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.</span></p><p>&nbsp;</p><p style=\"margin-left: 0in;\"><span>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.</span></p><p>&nbsp;</p><p style=\"margin-left: 0in;\"><span>We’re committed to helping shape a better, brighter future—together</span></p><p style=\"margin-left: 0in;\">&nbsp;</p></td></tr></tbody></table></figure><p><span>#LI-AA1 #LI-Onsite</span></p>",
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