Overview of Role:

The Inbound Support Agent is dedicated to delivering exceptional post-order customer service. This role involves promptly and effectively resolving escalated customer concerns in real time, ensuring customer satisfaction from the initial contact through to the final resolution.

Your responsibilities:(Including but not limited to)

• Manage and resolve customer complaints that have escalated, through phone or salesforce cases, beyond the initial level of support, ensuring prompt and effective solutions.
• Deliver high-quality service to customers by addressing their concerns and inquiries with empathy and professionalism.
• Work to maintaining a high result on all KPI’s: SLA’s, CSAT, NPS, etc  
• Document all customer interactions, issues, and resolutions in service windows to ensure accurate records.
• Create Redo orders with clear notes identifying what the initial issue was.
• Create credit memos and e-mail them to customers.
• Collaborate with other departments to resolve complex customer issues efficiently.
• Must be available to receive Inbound and make Outbound calls (internally and externally)
• Proactively communicate with customers to manage expectations and ensure satisfaction.
• Updating ship to address on the UPS website once an order has closed (if shipped on our account)
• Create UPS call tags to pick up goods that don’t meet the customers standards.
• Enter redo orders in the repoman production app to alert the factory as needed.
• Any other care related tasks that may be required. 

Reguired Skills:

• Attention to detail – strong accuracy, reading, comprehension and listening skills are critical.
• Problem solving skills - The ability to think on your feet, the ability to work hard under pressure, and great problem-solving skills are three essential attributes for this role.
• Languages - Proficient written and oral (in German ) is essential.
• Strong communicator – A team player with the ability to build relationships, and work with and through others to achieve Goldstar’s goals is essential.
• Customer Service Focus - A passion for delivering the highest levels of customer service, a ‘customer is king’ mentality and the ability to resolve customer issues effectively over the telephone is essential.
• Asense of urgency and the ability to work in a fast-paced and challenging work environment is essential.
• Excellent organization and time-management skills are also essential.
• Computer literate, with good keyboard skills; familiar with different on-line database packages and the Microsoft office Suite of products. Experience using the Matrix/GOPA entry app is an advantage.
• seniority 1 year

Previous Experience:

• A strong customer service background with order entry experience is essential.
• Experience in B2B is an advantage but not essential.
• Willingness to learn about the promotional merchandise trade and Goldstar’s distributor business is essential.

About Goldstar:

Goldstar is a leading provider of promotional products, specializing in branded writing instruments, drinkware, and bags. We take pride in our global diversity and innovative approach to manufacturing, designing, and decorating products that effectively connect people through interactive, product-based advertising. Based in the United States with a strong presence in Europe, our remote-first team fosters an international environment where passionate individuals thrive, balancing hard work with time to recharge. Join us and be part of a dynamic team dedicated to delivering exceptional promotional solutions worldwide.

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