| Date de publication | Type de poste | Lieu de travail | Expérience | Étude | Disponibilité | Langues | Mobilité |
| 15 août 2022 | CDI | Tunis, Tunisie | Entre 1 et 2 ans | Bac + 3 | 2000 – DT / Mois | Plein temps | Anglais , Allemand |
Description de l’annonce:
Overview of Role: We are seeking a highly motivated care agent, who will work in conjunction with the sales team to answer inbound calls and resolve customer post-sale issues, through salesforce service cloud and provide the highest level of service to your customers.
Performing the role in line with the Goldstar Values:
Family – Treating our customers and our Goldstar team members like family
Simplicity – Ensuring all of our solutions we supply for our customers are easy with no hassle
Delighting our customers – We make sure every customer enjoys working with us by exceeding their expectations and providing the highest level of customer service and a quality product
Work hard, play hard – Work hard and give our all and at the same time love and enjoy what we do
What you will do:
(Including but not limited to)
• Answering all Inbound calls from the German Market
o First point of contact for all inbound German, Austrian and Swiss calls
o Provide the customer with the information they require, or
o Transfer or escalate the call to the relevant person
• Responsible for all post-sales resolutions
o Provide customers with post sales enquiries – e.g. order status, tracking information and invoice queries
o Support the sales team as required with any post sale issues.
• Logging and following up on Complaints & Escalations
o Manage and resolve client service and order issues
o Log customer complaints to ensure resolution target times are adhered to
o Escalate and follow up on any complaints that cannot be resolved by you
o Ensure Service Requests are followed through, and fast solutions are provided to the customers
• Product and decoration expertise
o Be a product expert in all facets of what Goldstar offers and the features and benefits
o Understand our decoration processes very well
• Teamwork, personal and business improvement
o Ensure daily KPI’s are met
o Contribute ideas and feedback at weekly meetings
o Identify opportunities for process improvements
o Take full responsibility for managing time and daily activities
o Actively participate in all training and development activities
o Any other duties or activities as directed
What we need from you:
Previous experience
• 2+ years in a customer service role, or similar contact centre role, is preferred
• Demonstrated previous measurable success in a care role is a distinct benefit
• Experience working with promotional merchandise distributors is also a plus, but not essential
Key Skills and Attributes
• Self-motivated, with initiative, and able to work in a self-directed entrepreneurial environment
• Ambitious and driven, with an ability to work to targets/deadlines
• Strong telephone manner: courteous, clear speech and the ability to gain the customers confidence over the telephone. Will not hesitate to pick up the phone, especially when there is a customer problem.
• Great problem solving skills and an ability to stay calm and professional under pressure
• Great listening skills and attention to detail is crucial. Demonstrated ability to understand the clients needs.
• A sense of urgency and the desire to respond quickly to customer requests, providing premium levels of service.
• Computer literate, with good keyboard skills; familiar with different on-line database packages, and the Microsoft office Suite of products. Knowledge of Salesforce and Symbee Phone system are an advantage but not essential.
• Team Player with great organization skills
• Fluent written and spoken German to a high standard is essential. A good level of English is also required for training and team meeting purposes.
What we will provide:
• The opportunity for you to make a meaningful and serious contribution towards a very successful and rapidly growing business
• A supportive environment with opportunities to grow and develop your career
• A modern, fast paced and exciting company culture
About Goldstar; Goldstar, part of the global National Pen Group, is Europe’s fastest growing Trade Supplier. Goldstar is becoming famous for unbeatable value metal and full-colour writing instruments, combined with headache free all-inclusive pricing and a passionate team who will do whatever it takes to delight their customers. Goldstar’s mission is to become the best supplier in the industry and to make all distributors love Goldstar.