Job Title: Goldstar Customer Support - Phone Team
Location: Montego Bay
Company: Goldstar
Department: Customer Support
Reports To: Contact Centre Operations Supervisor
Job Summary:
The Goldstar Customer Support - Phone Team Agent provides front-line support by handling inbound calls and resolving Level 1 customer inquiries. The role is responsible for understanding customer needs, providing accurate information, and resolving straightforward requests quickly and effectively while maintaining a positive customer experience. When an inquiry requires additional support, the agent transfers or escalates the matter to the appropriate team or department.
Key Responsibilities:
(Including but not limited to)
- Accurately Inbound Customer Support & Communication
- Answer incoming telephone calls promptly, courteously, and professionally in accordance with the Goldstar Contact Processing Policy.
- Act as the first point of contact for customers calling Goldstar and listen carefully to understand each question, issue, or concern.
- Handle Level 1 inquiries that can be resolved without transfer to the Care team or another department.
- Provide accurate information by telephone or email regarding products, services, account details, orders, and other relevant topics.
- De-escalate difficult calls and maintain a professional, customer-focused approach throughout each interaction.
- Provide customers with accurate order status information.
- Update customer orders accurately in GSOM when required.
- Educate customers on product information and support straightforward product-related inquiries.
- Navigate the Goldstar website and available resources to identify the correct information for the customer.
- Effectively use Salesforce, GSOM, the Knowledge Base, the Goldstar website, and other relevant systems to research and provide accurate information.
- Maintain accurate records and pay close attention to detail when updating orders or documenting customer interactions.
- Manage telephone calls, emails, order processing, and related tasks efficiently in a high-volume environment.
- Resolve customer questions or issues at first contact whenever the request falls within the scope of Level 1 support.
- Escalate or transfer complex, problematic, or unresolved inquiries to the appropriate team, department, or leadership contact.
- Liaise with other departments to obtain information and support effective customer resolution.
- Report operational problems or difficulties to the leadership team.
- Maintain a high level of performance against assigned KPI measures, including quality, productivity, accuracy, backlog, and applicable sales revenue targets.
- Manage each call effectively to support a favourable service level.
- Execute assigned targets and tasks to a high standard.
- Maintain good attendance and contribute positively to team success.
Requirements:
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:
- Experience & Education
- Minimum of one year of customer service experience.
- Previous experience in a contact centre, customer service, or sales environment is preferred.
- High school diploma or four High School passes, including English Language and a Mathematics-related subject.
- Skills & Competencies
- Superior telephone skills with strong written and verbal communication.
- Ability to multitask in a fast-paced, high-volume environment while maintaining accuracy and close attention to detail.
- Strong customer service mindset with the ability to listen, clarify needs, provide accurate information, and de-escalate difficult calls.
- Excellent time-management and organisational skills.
- Ability to work effectively as part of a team and support shared goals.
- Computer literacy, including familiarity with Microsoft Office applications.
- Minimum typing speed of 40 words per minute.
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Ability to meet assigned targets and complete tasks to a high standard.
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.
About Goldstar
Goldstar 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 help brands make simpler and smarter buying decisions, create more meaningful connections, and deliver exceptional value at every step. We continuously work to improve everything we do, embracing transparency, innovation, and sustainable development. We are committed to helping shape a better, brighter future together.
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.ether.
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.
