Goldstar Email Support Agent - Evening Shift
Pens.com
Employer Active
Posted 9 hrs ago
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Nationality
Any Nationality
Gender
Not Mentioned
Vacancy
1 Vacancy
Job Description
Roles & Responsibilities
The Email Support Agent is responsible for handling customer cases received via the Goldstar Orders inbox in Salesforce. This role focuses on timely categorization and resolution of cases to ensure smooth case flow and support for both the order processing and inbound support teams. The agent plays a critical part in maintaining service levels by ensuring fast and accurate handling of customer inquiries and order-related requests.
u>Primary responsibilities/u>
- Categorizing Cases (tier 1):
- Accurately categorize all incoming customer emails (cases) in a timely manner.
- Prioritize achieving low resolution times to support our commitment to high service standards.
- Working Cases(tier 2):
- Monitor and manage all list views under each case category to ensure prompt follow-up and resolution.
- Validate case details and ensure all relevant information is included before forwarding to the appropriate processing team.
- Proactively manage "On Hold" cases by contacting customers (via email or phone when necessary) to retrieve missing information.
- Respond to general customer inquiries, such as tracking requests, order statuses, and other Level 1 concerns.
- Route non-care related inquiries (e.g., Sales, Goldstar Pay, etc.) to the correct departments.
- Maintain low case resolution times and close cases promptly to uphold service expectations.
- Monitor and meet all assigned KPIs and performance targets.
- Support additional email-related tasks as needed to ensure workflow efficiency.
Desired Candidate Profile
Minimum 1 year+ of experience in a contact Center or customer support environment.
A fluent level of English is needed.
Previous experience working with distributors/resellers is a strong plus.
Proficiency in Microsoft Office Suite; familiarity with Oracle systems (GOPA/Matrix) and Salesforce, Symbee is preferred.
High level of motivation and a strong drive to meet individual and team goals.
Ability to work accurately and efficiently with data and numerical details in a fast- paced, performance-driven setting
Strong problem-solving skills and adaptability to changing workflows.
Excellent time management, organizational, and multitasking skills, with a proven ability to prioritize effectively.
Must have no current PIP or active HR/Ops disciplinary actions on file.
Company Industry
- Advertising
- PR
- Event Management
Department / Functional Area
- Helpdesk
- Customer Service
- Telecalling
Keywords
- Goldstar Email Support Agent - Evening Shift
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