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Job Title: Goldstar Customer Support Phone Agent - NA
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Location: Montego Bay - Jamaica
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Reporting to: Contact Centre Operations Supervisor
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Overview of Role:
A Goldstar Customer Support Phone Agent is responsible for handling inbound calls and addressing 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.
- Receiving Calls: The phone agents are the first point of contact for customers calling in. They are responsible for answering calls promptly and courteously.
- Understanding Customer Needs: They listen carefully to the customer's issues, questions, or concerns, and aim to understand the situation fully before responding or transferring to the relevant agent/team.
- Providing Information: They provide accurate information on products, services, account details, or other relevant topics, depending on the nature of the inquiry.
- Handling Basic Inquiries: These are typically straightforward issues or requests that can be resolved without needing to transfer the customer to the Customer Support team or other departments within Goldstar.
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Primary responsibilities (including but not limited to):
- Answer incoming phone calls in a timely and professional manner, based on the Goldstar Contact Processing Policy.
- Maintain a high level of performance in relation to all KPI metrics provided
- Relay accurate information to the customer via phone call or email.
- Accurately updating customer orders in GSOM
- Effectively navigating the Goldstar website, Salesforce, GSOM, Knowledge Base, and other sites to get the customer accurate information.
- Liaison with other departments to better assist the customer.
- De-escalate problematic calls.
- Escalate customer issues to the relevant party or department.
- Provide order status information.
- Educate customers on product knowledge.
- Effectively manage each call to maintain a favorable service level.
- Any other customer service tasks maybe 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.
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Qualifications and Requirements:
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The individual will be measured and evaluated weekly on the following criteria: sales revenue, quality, productivity, accuracy and backlog. One must contribute to building a positive team spirit by supporting all efforts to be successful. Good attendance will be required. The requirements listed are representative of the knowledge, skill, and/or ability required.
- Must have minimum of one (1) year of customer service experience.
- The ideal candidate will come from a call center, customer service or sales environment.
- Demonstrate superior telephone skills with good written and verbal communication skills.
- Strong ability to multi-task in a fast paced, high volume environment including phone calls, email, order processing while paying close attention to detail.
- Must be a team player and have excellent e-mail and verbal communication skills.
- High school diploma or 4 High School passes (to include English Language and a Math related subject).
- Familiarization with computer applications such as MS Office suite.
- Be able to type 40 wpm (minimum).
- High caliber of execution against targets and tasks.
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Our Values
At Goldstar, our core values shape our culture and hiring approach:
- Customer-First: We deliver exceptional experiences by understanding customer needs and providing impactful solutions.
- Continuous Improvement: We embrace growth, innovation, and open communication to improve and adapt.
- Goal-Oriented: We set clear objectives, stay accountable, and focus on achieving results.
- Integrity: We act ethically and responsibly toward our people, products, and planet.
- People-Centric: We foster a respectful, inclusive environment where contributions are valued and growth is encouraged.
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Equal Opportunity Employer
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.
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About Goldstar
Goldstar team operates globally, 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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