Goldstar Email Support Agent - Evening Shift

{
  "content_hash": "b5d3e82f091ea5c362e4442fc21ee9654a3fcf3008cb954ad8d324373d4f59b7",
  "source_hash": "0bd3616043ae32c23abbf5711aae428abf79048bf3b96cda6cf86c2b4891f3b5",
  "last_changed_at": "2026-05-31T17:56:54.058Z",
  "active_status": "active"
}

{
  "language": "en",
  "location": {
    "raw": "Tunis, Tunis, TN",
    "city": "Tunis",
    "region": "TN",
    "country": "United States",
    "is_remote": false,
    "confidence": 0.9
  },
  "salary_max": null,
  "salary_min": null,
  "inferred_at": "2026-06-06T19:45:53.550Z",
  "launch_scope": {
    "reason": "english_us_canada",
    "included": true,
    "language": "en",
    "location": {
      "raw": "Tunis, Tunis, TN",
      "city": "Tunis",
      "region": "TN",
      "country": "United States",
      "is_remote": false,
      "confidence": 0.9
    },
    "countries": [
      "United States"
    ]
  },
  "remote_policy": null,
  "salary_period": "hour",
  "workplace_type": "on_site",
  "salary_currency": null
}

{}

{
  "detail": {
    "Id": "3071",
    "Title": "Goldstar Email Support Agent - Evening Shift",
    "media": [],
    "skills": [],
    "JobType": null,
    "Category": null,
    "JobGrade": null,
    "JobLevel": null,
    "JobShift": null,
    "WorkDays": null,
    "WorkHours": null,
    "WorkYears": null,
    "Department": null,
    "HotJobFlag": false,
    "StudyLevel": null,
    "WorkMonths": null,
    "WorkerType": null,
    "GeographyId": 300000023588546,
    "JobFamilyId": null,
    "JobFunction": null,
    "JobSchedule": "Full time",
    "BusinessUnit": null,
    "ContractType": null,
    "Organization": null,
    "TrendingFlag": true,
    "workLocation": [
      {
        "Country": "TN",
        "Region1": null,
        "Region2": null,
        "Region3": null,
        "Building": null,
        "Latitude": "",
        "Longitude": "",
        "LocationId": 300000023583649,
        "PostalCode": "1053",
        "TownOrCity": "Tunis",
        "AddressLine1": "Immeuble Panorama",
        "AddressLine2": "Rue de la Bourse,les berges du Lac II",
        "AddressLine3": null,
        "AddressLine4": null,
        "LocationName": "Tunis"
      }
    ],
    "ContentLocale": "en",
    "HiringManager": null,
    "LegalEmployer": null,
    "RequisitionId": 300000538784316,
    "WorkplaceType": "",
    "BusinessUnitId": 300000001357356,
    "OrganizationId": 300000023581683,
    "GeographyNodeId": 100000275524074,
    "JobFunctionCode": null,
    "LegalEmployerId": 300000023581683,
    "PrimaryLocation": "Tunis, Tunisia",
    "RequisitionType": "Professional",
    "NumberOfOpenings": null,
    "WorkplaceTypeCode": null,
    "BeFirstToApplyFlag": false,
    "otherWorkLocations": [],
    "secondaryLocations": [],
    "ExternalContactName": null,
    "ShortDescriptionStr": "",
    "ExternalContactEmail": null,
    "ExternalPostedEndDate": null,
    "OtherRequisitionTitle": null,
    "requisitionFlexFields": [],
    "ApplyWhenNotPostedFlag": false,
    "DomesticTravelRequired": null,
    "ExternalDescriptionStr": "<figure class=\"table\"><table><tbody><tr><td><span><strong>Job Title:&nbsp;</strong>Goldstar&nbsp;Email&nbsp;Support Agent&nbsp;(Evening&nbsp;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 Supervisor</span></td></tr><tr><td><span><strong>Overview of Role:</strong></span><br><br><span>The Email Support&nbsp;Agent&nbsp;is responsible&nbsp;for handling&nbsp;customer&nbsp;cases received&nbsp;via the Goldstar&nbsp;Orders&nbsp;inbox in&nbsp;Salesforce. This&nbsp;role focuses on&nbsp;timely&nbsp;categorization&nbsp;and resolution&nbsp;of&nbsp;cases to&nbsp;ensure&nbsp;smooth&nbsp;case&nbsp;flow&nbsp;and support&nbsp;for&nbsp;both the&nbsp;order&nbsp;processing and&nbsp;inbound&nbsp;support&nbsp;teams.&nbsp;The&nbsp;agent&nbsp;plays a&nbsp;critical&nbsp;part in&nbsp;maintaining&nbsp;service&nbsp;levels&nbsp;by ensuring&nbsp;fast&nbsp;and&nbsp;accurate&nbsp;handling&nbsp;of&nbsp;customer&nbsp;inquiries&nbsp;and&nbsp;order-related&nbsp;requests.</span></td></tr><tr><td><p><span><strong><u>Primary responsibilities</u></strong></span></p><ul><li><span>Categorizing&nbsp;Cases&nbsp;(tier&nbsp;1):</span><ul><li><span>Accurately&nbsp;categorize&nbsp;all&nbsp;incoming&nbsp;customer&nbsp;emails&nbsp;(cases)&nbsp;in&nbsp;a&nbsp;timely manner.</span></li><li><span>Prioritize&nbsp;achieving&nbsp;low resolution&nbsp;times&nbsp;to support&nbsp;our&nbsp;commitment&nbsp;to high service standards.</span></li></ul></li><li><span>Working&nbsp;Cases(tier&nbsp;2):</span><ul><li><span>Monitor&nbsp;and&nbsp;manage&nbsp;all&nbsp;list&nbsp;views under&nbsp;each&nbsp;case category&nbsp;to&nbsp;ensure prompt follow-up and resolution.</span></li><li><span>Validate&nbsp;case&nbsp;details&nbsp;and&nbsp;ensure&nbsp;all relevant&nbsp;information&nbsp;is included before forwarding to the appropriate processing team.</span></li><li><span>Proactively&nbsp;manage&nbsp;\"On&nbsp;Hold\"&nbsp;cases&nbsp;by contacting&nbsp;customers&nbsp;(via email or&nbsp;phone&nbsp;when necessary)&nbsp;to&nbsp;retrieve&nbsp;missing&nbsp;information.</span></li><li><span>Respond&nbsp;to&nbsp;general&nbsp;customer&nbsp;inquiries,&nbsp;such as&nbsp;tracking&nbsp;requests, order statuses, and other Level 1 concerns.</span></li><li><span>Route non-care related inquiries (e.g., Sales, Goldstar Pay, etc.) to the correct departments.</span></li><li><span>Maintain&nbsp;low&nbsp;case resolution&nbsp;times&nbsp;and close&nbsp;cases&nbsp;promptly&nbsp;to&nbsp;uphold service expectations.</span></li><li><span>Monitor&nbsp;and&nbsp;meet&nbsp;all&nbsp;assigned&nbsp;KPIs&nbsp;and&nbsp;performance&nbsp;targets.</span></li><li><span>Support&nbsp;additional&nbsp;email-related&nbsp;tasks&nbsp;as&nbsp;needed&nbsp;to&nbsp;ensure workflow efficiency.</span></li></ul></li></ul></td></tr><tr><td><p><span><strong><u>Requirements &amp; Qualifications</u></strong></span></p><p>&nbsp;</p><ul><li><p><span>Minimum&nbsp;1&nbsp;year+&nbsp;of&nbsp;experience&nbsp;in&nbsp;a&nbsp;contact&nbsp;Center or&nbsp;customer support environment.</span></p><p>&nbsp;</p></li><li><span>A&nbsp;fluent&nbsp;level&nbsp;of&nbsp;English&nbsp;is&nbsp;needed.</span></li><li><span>Previous&nbsp;experience&nbsp;working&nbsp;with&nbsp;distributors/resellers&nbsp;is&nbsp;a&nbsp;strong plus.</span></li><li><span>Proficiency in Microsoft Office Suite;&nbsp;familiarity with Oracle systems&nbsp;(GOPA/Matrix) and Salesforce, Symbee is preferred.</span></li><li><span>High&nbsp;level&nbsp;of&nbsp;motivation&nbsp;and&nbsp;a&nbsp;strong&nbsp;drive&nbsp;to&nbsp;meet&nbsp;individual&nbsp;and&nbsp;team&nbsp;goals.</span></li><li><span>Ability&nbsp;to&nbsp;work&nbsp;accurately&nbsp;and&nbsp;efficiently&nbsp;with&nbsp;data&nbsp;and&nbsp;numerical&nbsp;details&nbsp;in&nbsp;a&nbsp;fast- paced, performance-driven setting</span></li><li><span>Strong&nbsp;problem-solving&nbsp;skills&nbsp;and&nbsp;adaptability&nbsp;to changing&nbsp;workflows.</span></li><li><span>Excellent time&nbsp;management, organizational, and multitasking skills, with a&nbsp;proven ability to prioritize effectively.</span></li></ul><p style=\"margin-left: 0.5in;\"><span>Must&nbsp;have&nbsp;no&nbsp;current&nbsp;PIP&nbsp;or&nbsp;active HR/Ops&nbsp;disciplinary&nbsp;actions&nbsp;on&nbsp;file.</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 style=\"background-color: rgb(255, 255, 255); color: rgb(0, 0, 0); font-family: &quot;Avenir Next LT Pro&quot;;\"><span style=\"-webkit-text-stroke-width: 0px; display: inline !important; float: none; font-size: 14.6667px; font-style: normal; font-variant-caps: normal; font-variant-ligatures: normal; font-weight: 400; letter-spacing: normal; orphans: 2; text-align: start; text-decoration-color: initial; text-decoration-style: initial; text-decoration-thickness: initial; text-indent: 0px; text-transform: none; white-space: pre-wrap; widows: 2; word-spacing: 0px;\">#LI-GB1 #LI-Onsite</span></span></p>",
    "ObjectVerNumberProfile": "1",
    "PrimaryLocationCountry": "TN",
    "CorporateDescriptionStr": "",
    "ExternalPostedStartDate": "2026-05-05T15:45:18+00:00",
    "ExternalQualificationsStr": "",
    "InternalQualificationsStr": "",
    "OrganizationDescriptionStr": "",
    "primaryLocationCoordinates": [
      {
        "Latitude": "36.82786",
        "Longitude": "10.18058",
        "CountryCode": "TN",
        "GeographyId": 300000023588546,
        "GeographyNodeId": 100000275524074
      }
    ],
    "ExternalResponsibilitiesStr": "",
    "InternalResponsibilitiesStr": "",
    "InternationalTravelRequired": null
  },
  "list_job": {
    "Id": "3071",
    "Title": "Goldstar Email Support Agent - Evening Shift",
    "JobType": null,
    "Distance": 1777939200000,
    "JobShift": null,
    "Language": "US",
    "WorkDays": null,
    "JobFamily": null,
    "Relevancy": 2,
    "WorkHours": null,
    "Department": null,
    "HotJobFlag": false,
    "PostedDate": "2026-05-05",
    "StudyLevel": null,
    "WorkerType": null,
    "GeographyId": 300000023588546,
    "JobFunction": null,
    "JobSchedule": null,
    "BusinessUnit": null,
    "ContractType": null,
    "ManagerLevel": null,
    "Organization": null,
    "TrendingFlag": true,
    "workLocation": [
      {
        "Country": "TN",
        "Region1": null,
        "Region2": null,
        "Region3": null,
        "Building": null,
        "Latitude": null,
        "Longitude": null,
        "LocationId": 300000023583649,
        "PostalCode": "1053",
        "TownOrCity": "Tunis",
        "AddressLine1": "Immeuble Panorama",
        "AddressLine2": "Rue de la Bourse,les berges du Lac II",
        "AddressLine3": null,
        "AddressLine4": null,
        "LocationName": "Tunis"
      }
    ],
    "LegalEmployer": null,
    "MediaThumbURL": null,
    "WorkplaceType": "",
    "BusinessUnitId": 300000001357356,
    "OrganizationId": 300000023581683,
    "PostingEndDate": null,
    "LegalEmployerId": 300000023581683,
    "PrimaryLocation": "Tunis, Tunisia",
    "WorkDurationYears": null,
    "WorkplaceTypeCode": null,
    "BeFirstToApplyFlag": false,
    "WorkDurationMonths": null,
    "otherWorkLocations": [],
    "secondaryLocations": [],
    "ShortDescriptionStr": "",
    "requisitionFlexFields": [],
    "DomesticTravelRequired": null,
    "PrimaryLocationCountry": "TN",
    "ExternalQualificationsStr": null,
    "ExternalResponsibilitiesStr": null,
    "InternationalTravelRequired": null
  },
  "detail_meta": {
    "url": "https://eihb.fa.em3.oraclecloud.com/hcmRestApi/resources/latest/recruitingCEJobRequisitionDetails?expand=all&onlyData=true&finder=ById;Id=%223071%22,siteNumber=CX_1",
    "http_status": 200,
    "content_type": "application/json",
    "response_bytes": 11317
  },
  "detail_errors": []
}