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    "ExternalDescriptionStr": "<table>\n <tbody>\n  <tr>\n   <td><span><strong>Job Title:&nbsp;</strong>Goldstar&nbsp;Customer&nbsp;Support&nbsp;Agent&nbsp;–&nbsp;NA</span></td>\n  </tr>\n  <tr>\n   <td><span><strong>Location</strong>: Tunis, Tunisia</span></td>\n  </tr>\n  <tr>\n   <td><span><strong>Reporting to:&nbsp;</strong>Contact&nbsp;CentreOperations&nbsp;Supervisor</span></td>\n  </tr>\n  <tr>\n   <td>\n    <p style=\"margin-left:0in\"><span><strong>Overview of Role:</strong></span></p>\n    <p style=\"margin-left:0in\"><span>The&nbsp;Customer Support&nbsp;Agent&nbsp;is responsible&nbsp;for managing pre-order, post-order, and general customerinquiries&nbsp;for&nbsp;theNorth American&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>\n    <p><span>This&nbsp;role&nbsp;acts&nbsp;as&nbsp;a&nbsp;key&nbsp;pointof&nbsp;contact&nbsp;for&nbsp;customers&nbsp;and&nbsp;sales&nbsp;teams,supporting&nbsp;the&nbsp;fullorder 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><br><span><strong>Ready to join us? Apply now and become part of a team that values creativity, collaboration, and continuous growth.</strong></span></p></td>\n  </tr>\n  <tr>\n   <td>\n    <p><span><strong><u>Primary responsibilities</u></strong></span><br><br>\n      &nbsp;</p>\n    <p style=\"margin-left:5.6pt\"><span><strong>Customer&nbsp;Support&nbsp;&amp;&nbsp;Communication</strong></span></p>\n    <ul>\n     <li><span>Handle&nbsp;inbound&nbsp;and&nbsp;outbound&nbsp;customer&nbsp;communications&nbsp;via&nbsp;email,phone,&nbsp;and&nbsp;chatin&nbsp;a professional and timely manner.</span></li>\n     <li><span>Provide&nbsp;excellent&nbsp;customer&nbsp;service&nbsp;by&nbsp;resolving&nbsp;inquiries,&nbsp;complaints,&nbsp;and&nbsp;escalations&nbsp;throughto full&nbsp;resolution.</span></li>\n     <li><span>Proactively&nbsp;communicate&nbsp;updates&nbsp;and&nbsp;manage&nbsp;customer&nbsp;expectations&nbsp;throughout&nbsp;theorder process.</span></li>\n    </ul>\n    <p style=\"margin-left:10.9pt\"><span><strong>Pre-Order&nbsp;Support</strong></span></p>\n    <ul>\n     <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>\n     <li><span>Support&nbsp;customers&nbsp;and&nbsp;sales&nbsp;teams&nbsp;with&nbsp;productselection,&nbsp;vision&nbsp;boards,and&nbsp;other&nbsp;sales&nbsp;tools.</span></li>\n     <li><span>Handle&nbsp;inquiries&nbsp;relatedto&nbsp;compliance,&nbsp;packaging,&nbsp;rush&nbsp;requests,&nbsp;and&nbsp;special&nbsp;orderrequirements.</span></li>\n    </ul>\n    <p style=\"margin-left:10.9pt\"><span><strong>Post-Order&nbsp;Support</strong></span></p>\n    <ul>\n     <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>\n     <li><span>Manage&nbsp;missed&nbsp;ship&nbsp;dates,delivery&nbsp;issues,&nbsp;returns,&nbsp;pickups,&nbsp;and&nbsp;reverselogistics&nbsp;activities.</span></li>\n     <li><span>Create&nbsp;redo&nbsp;orders,&nbsp;production&nbsp;requests,&nbsp;and&nbsp;factory&nbsp;backorders&nbsp;where&nbsp;required.</span></li>\n    </ul>\n    <p style=\"margin-left:10.9pt\"><span><strong>Issue&nbsp;Resolution&nbsp;&amp;&nbsp;Escalation&nbsp;Management</strong></span></p>\n    <ul>\n     <li><span>Create and manage tickets, service requests, and action requests in internal systems to track and resolve issues efficiently.</span></li>\n     <li><span>Process&nbsp;credit&nbsp;memosand&nbsp;coordinate&nbsp;corrective&nbsp;actions&nbsp;where&nbsp;necessary.</span></li>\n     <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>\n    </ul>\n    <p style=\"margin-left:10.9pt\"><span><strong>Cross-Functional&nbsp;Collaboration</strong></span></p>\n    <ul>\n     <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>\n     <li><span>Support internal teams with API inquiries, website registration, and system-related processes when needed.</span></li>\n    </ul>\n    <p style=\"margin-left:10.9pt\"><span><strong>Administration&nbsp;&amp;&nbsp;Performance</strong></span></p>\n    <ul>\n     <li><span>Maintain&nbsp;accuraterecords&nbsp;of&nbsp;customerinteractions,&nbsp;issues,&nbsp;and&nbsp;resolutions&nbsp;in&nbsp;internal&nbsp;systems.</span></li>\n     <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>\n     <li><span>Contribute to team goals related to service levels, customer satisfaction (CSAT), and Net Promoter Score&nbsp;(NPS).</span></li>\n    </ul>\n    <p style=\"margin-left:10.9pt\"><span><strong>Additional&nbsp;Duties</strong></span></p>\n    <ul>\n     <li><span>Comply&nbsp;with&nbsp;allcompany&nbsp;policies,&nbsp;procedures,&nbsp;and&nbsp;safety&nbsp;regulations.</span></li>\n     <li><span>Maintain&nbsp;a&nbsp;cleanand&nbsp;organised&nbsp;workenvironment.</span></li>\n     <li><span>Support&nbsp;additional&nbsp;tasksand&nbsp;projects&nbsp;as&nbsp;required&nbsp;by&nbsp;management.</span></li>\n     <li><span>Must&nbsp;be&nbsp;available&nbsp;to&nbsp;handle&nbsp;inboundand&nbsp;outbound&nbsp;communications&nbsp;(internal&nbsp;and&nbsp;external).</span></li>\n    </ul></td>\n  </tr>\n  <tr>\n   <td><span><strong><u>Growth &amp; Career Opportunities</u></strong></span><br><br><span>At Pens.com, we strongly believe in internal development and mobility. Many of our team members grow within the organization through internal opportunities and promotions. This role can open the door to positions such as Senior Marketing Coordinator, Marketing Specialist, or other cross-functional roles within the business.</span></td>\n  </tr>\n  <tr>\n   <td>\n    <p><span><strong><u>Requirements &amp; Qualifications</u></strong></span></p>\n    <p>&nbsp;</p><span>Experience</span>\n    <ul>\n     <li><span>Previous&nbsp;experience&nbsp;in&nbsp;a&nbsp;customer&nbsp;service&nbsp;or&nbsp;sales&nbsp;role&nbsp;is&nbsp;essential.</span></li>\n     <li><span>Experience&nbsp;in&nbsp;a&nbsp;B2B&nbsp;environment&nbsp;is&nbsp;an&nbsp;advantage.</span></li>\n     <li><span>Experience&nbsp;in&nbsp;the&nbsp;promotional&nbsp;products&nbsp;industry&nbsp;is&nbsp;a&nbsp;plus&nbsp;but&nbsp;not&nbsp;required.</span></li>\n     <li>&nbsp;</li>\n    </ul><span>Skills&nbsp;&amp;&nbsp;Competencies</span>\n    <ul>\n     <li><span><strong>Languages&nbsp;</strong>– Native-level or near-native <strong>English&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. Excellent written communication skills in <strong>English&nbsp;</strong>are also essential</span></li>\n     <li><span>Strong&nbsp;customer&nbsp;service&nbsp;mindset&nbsp;with&nbsp;excellent&nbsp;communication&nbsp;and&nbsp;interpersonal&nbsp;skills.</span></li>\n     <li><span>Strong&nbsp;problem-solving&nbsp;skillsand&nbsp;ability&nbsp;to&nbsp;make&nbsp;decisions&nbsp;quickly&nbsp;under&nbsp;pressure.</span></li>\n     <li><span>Excellent&nbsp;attention&nbsp;to&nbsp;detail&nbsp;and&nbsp;a&nbsp;high&nbsp;level&nbsp;of&nbsp;accuracy.</span></li>\n     <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>\n     <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>\n     <li><span>Team&nbsp;playerwith&nbsp;the&nbsp;abilityto&nbsp;collaborate&nbsp;cross-functionally.</span></li>\n     <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>\n     <li>&nbsp;</li>\n    </ul></td>\n  </tr>\n  <tr>\n   <td>\n    <p><span><strong><u>Our Hiring Process</u></strong></span></p>\n    <ul>\n     <li><span>Application Review</span></li>\n     <li><span>Phone screening (if your profile matches the role requirements)</span></li>\n     <li><span>One interview with the Marketing Manager if the screening is successful (45 minutes to 1 hour)</span></li>\n     <li><span>Final decision</span></li>\n    </ul></td>\n  </tr>\n  <tr>\n   <td>\n    <p><span><strong><u>Our values</u></strong></span></p>\n    <p><span>At Pens.com, we are guided by a set of core values that define our culture and approach to hiring:</span></p>\n    <p><span><strong>Customers-First:&nbsp;</strong></span></p>\n    <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>\n    <p><span><strong>Continuous Improvement:&nbsp;</strong></span></p>\n    <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>\n    <p><span><strong>Goal-Oriented:&nbsp;</strong></span></p>\n    <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>\n    <p><span><strong>Integrity:&nbsp;</strong></span></p>\n    <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>\n    <p><span><strong>People-Centric:&nbsp;</strong></span></p>\n    <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>\n  </tr>\n  <tr>\n   <td><span><strong><u>Equal opportunity employer</u></strong></span><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></td>\n  </tr>\n  <tr>\n   <td>\n    <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>\n    <p>&nbsp;</p>\n    <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>\n    <p>&nbsp;</p>\n    <p style=\"margin-left:0in\"><span>We’re committed to helping shape a better, brighter future—together</span></p>\n    <p style=\"margin-left:0in\">&nbsp;</p></td>\n  </tr>\n </tbody>\n</table>\n<p><span>#LI-NG1 #LI-Onsite</span></p>",
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