National Pen

Job Title: Customer Success Specialist, North America Market

Report to: Success Team Lead (NA)

Required Language: Fluent English is essential

Overview of Role: We are seeking a dynamic individual to join Goldstar’s North America customer success service team. As a Customer Success Specialist, you will play a pivotal role in building and maintaining strong relationships with our valued customers. Your primary responsibilities will include engaging with customers over the phone and by email, addressing their concerns, and ensuring their satisfaction with our products or services. The ideal candidate should possess exceptional communication skills, demonstrate proficiency in problem-solving, and exhibit a high level of confidence in handling challenging situations

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

Key Responsibilities:

(Including but not limited to)

1. Engage with our North America customers via phone calls and other communication channels to address inquiries, concerns, and feedback.

2. Build and nurture positive relationships with customers to enhance their overall experience with our company.

3. Effectively resolve customer issues and complaints in a timely and professional manner.

4. Collaborate with internal teams to escalate and follow up on customer inquiries, ensuring timely resolution.

5. Proactively identify opportunities to improve customer satisfaction and retention.

6. Provide product or service demonstrations and assistance to customers as needed.

7. Document customer interactions, feedback, and resolutions accurately in our CRM system.

8. Assist in developing and implementing customer success strategies and initiatives.

9. Ensure daily KPI’s are met

10. Actively participate in all training and development activities

11. Any other duties or activities as directed

What we need from you:

Previous experience

• 2+ years in a customer service role, or similar contact center 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 

• Customer-focused mindset with a passion for delivering exceptional service.
• 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.
• Adaptability, flexibility and willingness to learn in a fast-paced environment
• Ambitious and driven, with an ability to work to targets/deadlines
• 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 and time management skills
• Fluent written and spoken English to a high standard is essential.

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 is a trade supplier and part of the global National Pen Group, 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.

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