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.