# Phones and Escalations Agent (German) - **Entreprise** : [NATIONAL PEN](https://www.keejob.com/offres-emploi/entreprises/16116/national-pen/) - **Lieu** : Tunis, Tunisie - **Type de contrat** : CDI - **Niveau d'études** : Bac + 3 - **Expérience** : Entre 1 et 2 ans - **Langues** : Anglais, Allemand - **Métiers** : Télé-Acteur, Télé-Conseiller, Télé-Marketing, Télé-Opérateur - **Date de publication** : 2022-09-14 - **Date d'expiration** : 2022-09-14 - **Référence Keejob** : 162732 - **Statut** : Offre expirée ## Description **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. ## Postuler Cette offre n'est plus active. Page de l'offre : https://www.keejob.com/offres-emploi/162732/phones-and-escalations-agent-german/ --- Source : Keejob.com, le site de l'emploi en Tunisie.