Customer Support Phone Agent – Level 1

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, updating orders and de‑escalating issues while ensuring a positive experience.

Key responsibilities

• Answer incoming telephone calls promptly, courteously and in line with Goldstar’s Contact Processing Policy.
• Resolve Level 1 inquiries related to products, services, account details and order status without transferring to other teams.
• Update customer orders accurately in the GSOM system and provide order status information.
• Navigate the Goldstar website, Knowledge Base and Salesforce to retrieve correct information for customers.
• Document interactions, maintain accurate records and meet KPI targets for quality, productivity and accuracy.
• Escalate or transfer complex issues to the appropriate department and report operational problems to leadership.

Required profile

• Minimum of one year of customer service experience, preferably in a contact‑centre or sales environment.
• High school diploma (four passes including English and Mathematics).
• Strong attendance record and ability to work a 9‑hour shift, five days a week.
• Excellent telephone etiquette and written communication skills.

Required skills

• Proficiency with Salesforce.
• Familiarity with Microsoft Office applications.
• Experience using the GSOM order‑management system.