Goldstar Inbound Support Agent

Job Title:  Goldstar Inbound Support Agent II

Location: Montego Bay

Reporting to: Contact Centre Operations Supervisor

Overview of Role:

A Goldstar Inbound Phones agent is responsible for handling inbound calls and addressing Level 1 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. Here’s an overview of their role:

• 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 Level 1 Inquiries: These are typically straightforward issues or requests that can be resolved without needing to transfer the customer to the Care team or other dept within Goldstar.

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 problematic calls to the relevant party or department.
• Be able to provide order status information.
• Educate customer on product knowledge.
• Effectively manage each call to maintain a favorable service level.

Any other customer service tasks maybe required

Required skills and knowledge:

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:

• 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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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.

MUST HAVE:

• Extreme Patience to work in a back-office environment with limited telephone interface
• Extreme time management skills to be able to multitask in a fast-paced environment.
• Love to read and execute requests sent via email over a 9-hour shift 5 days per week.

Our values

At Pens.com, we are guided by a set of core values that define our culture and approach to hiring:

Customers-First: 

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.

Continuous Improvement: 

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.

Goal-Oriented: 

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.

Integrity: 

We prioritize ethics in everything we do, ensuring that our actions are grounded in integrity and responsibility towards our planet, products, and people.

People-Centric: 

We value and respect every member of our team, fostering an environment where diversity is celebrated, contributions are recognized, and growth is encouraged.

Pay scales are determined by role, level, location and alignment with market data. Individual pay is determined through interviews and an assessment of several factors that that are unique to each candidate, including but not limited to, job-related skills, relevant education and experience, certifications, abilities of the candidate and pay relative to other team members. Our recruiters can share more information about our bonus program, benefits and equity during the hiring process. This job is also eligible for bonus/incentive pay.

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 Pens.com

Pens.com's personalized promotional products are created for and inspired by small businesses. With 56 years of experience and serving 22 countries worldwide, Pens.com offers MORE value, savings and time to customers through expert guidance on a broad range of personalized promotional products, including writing instruments, stationery, drinkware, bags, gifts, and trade show accessories. Pens.com operates via a network of more than 10 facilities across North America, Europe, Africa, and Asia.​

To learn more, visit: www.PENS.com

Pens.com is a National Pen and Cimpress brand (Nasdaq: CMPR).​