Customer Support Phone Agent

About the role

The Goldstar Customer Support – Phone Team Agent provides front‑line assistance by handling inbound calls and resolving Level 1 customer inquiries. You will be the first point of contact, delivering accurate information and a positive experience while escalating complex issues when necessary.

Key responsibilities

• Answer incoming telephone calls promptly, courteously and in line with Goldstar policies.
• Resolve Level 1 inquiries related to products, services, orders and account details without transferring.
• Provide accurate order status and update orders in GSOM as required.
• De‑escalate difficult calls and maintain a professional, customer‑focused approach.
• Utilise Salesforce, GSOM, the Knowledge Base and the Goldstar website to research and deliver correct information.
• Document interactions accurately and maintain high KPI performance (quality, productivity, accuracy, backlog, sales revenue).

Required profile

• Minimum of one year of customer service experience, preferably in a contact centre or sales environment.
• High school diploma or equivalent with passes in English and Mathematics.
• Strong telephone etiquette, written and verbal communication skills.
• Ability to multitask in a fast‑paced, high‑volume setting while maintaining attention to detail.

Required skills

• Proficiency with Salesforce.
• Experience using GSOM and internal Knowledge Base systems.
• Computer literacy with Microsoft Office applications.
• Typing speed of at least 40 words per minute.