Customer Support Agent NA

Job Title: Goldstar Customer Support Agent – NA

Report to: Contact Centre Operations Supervisor

Position Type: Permanent

Location: Montego Bay

Overview of Role:

The Customer Support Agent is responsible for managing pre-order, post-order, and general customer inquiries for the NA market, ensuring an excellent customer experience through timely communication, problem resolution, and coordination with internal teams. 

This role acts as a key point of contact for customers and sales teams, supporting the full order lifecycle, from product inquiries and quotations through to delivery, issue resolution, and after-sales support. 

Primary responsibilities 

Customer Support & Communication 

• Handle inbound and outbound customer communications via email, phone, and chat in a professional and timely manner. 

• Provide excellent customer service by resolving inquiries, complaints, and escalations through to full resolution. 

• Proactively communicate updates and manage customer expectations throughout the order process. 

Pre-Order Support 

• Manage customer requests related to pricing, quotations, product information, virtuals, samples, and product alternatives. 

• Support customers and sales teams with product selection, vision boards, and other sales tools. 

• Handle inquiries related to compliance, packaging, rush requests, and special order requirements. 

Post-Order Support 

• Provide order updates, tracking information, and support for out-of-stock alternatives or order changes. 

• Manage missed ship dates, delivery issues, returns, pickups, and reverse logistics activities. 

• Create redo orders, production requests, and factory back orders where required. 

Issue Resolution & Escalation Management 

• Create and manage tickets, service requests, and action requests in internal systems to track and resolve issues efficiently. 

• Process credit memos and coordinate corrective actions where necessary. 

• Escalate issues appropriately and collaborate with internal stakeholders to ensure timely resolution. 

Cross-Functional Collaboration 

• Work closely with Sales, Production, Logistics, and other internal teams to ensure smooth order processing and customer satisfaction. 

• Support internal teams with API inquiries, website registration, and system-related processes when needed. 

Administration & Performance 

• Maintain accurate records of customer interactions, issues, and resolutions in internal systems. 

• Monitor and manage assigned tasks and workflows, ensuring SLAs and KPIs are consistently met. 

• Contribute to team goals related to service levels, customer satisfaction (CSAT), and Net Promoter Score (NPS). 

Additional Duties 

• Comply with all company policies, procedures, and safety regulations. 

• Maintain a clean and organised work environment. 

• Support additional tasks and projects as required by management. 

• Must be available to handle inbound and outbound communications (internal and external). 

Required skills and experience:

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.

Qualifications:

• High school diploma or 4 High School passes (to include English Language and a Math related subject).

Experience 

• Previous experience in a customer service or sales role is essential. 

• Experience in a B2B environment is an advantage. 

• Experience in the promotional products industry is a plus but not required. 

Skills & Competencies 

• Strong customer service mindset with excellent communication and interpersonal skills. 

• Strong problem-solving skills and ability to make decisions quickly under pressure. 

• Excellent attention to detail and a high level of accuracy. 

• Strong organisational and time management skills with the ability to prioritize effectively. 

• Ability to work with urgency in a fast-paced and dynamic environment. 

• Team player with the ability to collaborate cross-functionally. 

• Strong computer literacy, including Microsoft Office, and online systems/databases. Salesforce experience would be an advantage 

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.

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. 

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.