Goldstar Resolutions Hub agent

As the Resolutions Hub agent, you will be responsible for delegating escalated customer inquiries and complaints.

Job Title: Goldstar Resolutions Hub agent

Location: Montego Bay
Company: Goldstar
Department: Care and Operations
Reports To: Goldstar Resolutions Hub Manager

Job Summary: 

We have an exciting opportunity to join our growing team here in Goldstar. As the Resolutions Hub agent, you will be responsible for delegating escalated customer inquiries and complaints. Your primary objective is to make sure issues are being resolved promptly, ensuring customer satisfaction while upholding company policies and values.

Strong communication, empathy, and problem-solving skills are essential in this role as well as the ability to remain calm under pressure.

In this role, you will:

• Receive and manage customer complaints or issues through our Salesforce Hub platform and delegate them to the appropriate care rep
• At times interact with customers via phone and e-mail
• Investigate concerns, identify root causes, and work cross-functionally with internal departments to implement effective solutions
• Maintain accurate records of complaints, resolutions and customer feedback for quality purposes
• Identify trends or reoccurring issues and suggest process improvements or policy changes

The ideal candidate will be organised, proactive, and goal-oriented, with strong communication skills and a passion for delivering world-class service.

Key Responsibilities: 

• Receive salesforce cases and triage escalated customer complaints or complex inquiries, ensuring timely delegation to the appropriate onsite care representatives.
• Monitor and track all escalated cases to ensure timely follow-up and resolution is in line with Goldstar’s service standards
• Liaise with internal departments to gather necessary information and facilitate effective resolutions.
• Communicate directly with customers as needed, demonstrating empathy, and a commitment to resolving issues efficiently.
• Analyse complaint data to identify recurring trends and work with management team to suggest improvements in the workflows, training, or policies.

Requirements: 

• 3+ years of experience in a customer service, call centers or support environments
• Prior experience handling escalations or working in a customer resolutions role is a plus.
• Experience working with B2B customers
• Excellent problem-solving and conflict resolution abilities
• Empathy, patience and active listening skills
• Fluent in written and spoken English is essential
• Proactive in thought and action, always striving to improve process and procedure
• Any other duties depending on business requirements

Desirable Attributes:

• Results-oriented mindset with a focus on continuous improvement and customer-centricity.
• Strong organizational and time management skills. Demonstrate flexibility when required.

Equal Opportunity Employer: Goldstar is an equal opportunity employer and encourages applications from all qualified individuals. We celebrate diversity and are committed to creating an inclusive environment for all employees.