Goldstar Inbound Support Agent - German Speaker
- Tunis
- CDI
- Temps-plein
Location: Tunis
Company: Goldstar
Department: Customer Care
Reporting to: Contact Centre Operations SupervisorJob Summary: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.Key Responsibilities (including but not limited to):
- Manage and resolve customer complaints that have escalated, through phone, email 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.
- Work with logistics teams if necessary to pick up orders for inspection
- Enter requests in the Repoman production app to alert production teams or other depts of any necessary action related to an order.
- Any other care related tasks that may be required.
- Attention to detail - strong accuracy, reading, comprehension and listening skills are critical.
- Problem solving skills - the ability to think on your feet, 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. French or English is a plus.
- 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.
- A sense 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.
- 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.