Goldstar Email Support Agent - Evening Shift

Primary responsibilities

• 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.

Requirements & Qualifications

• Minimum 1 year+ of experience in a contact Center or customer support environment.
• Minimum of 1 year seniority in National Pen is required.
• Minimum of 1 year seniority in GoldStar is needed.
• 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.

Our values

At Pens.com, we are guided by a set of core values that define our culture and approach to hiring:

Customers-First: 

We are committed to delivering exceptional customer experiences, both internally and externally. By understanding and fulfilling customer needs, we create impactful solutions that leave a lasting impression.

Continuous Improvement: 

We believe in the power of growth and evolution. Through open communication and a culture of innovation, we continuously strive to enhance our business and adapt to changing landscapes.

Goal-Oriented: 

We set clear objectives, remain disciplined in execution, and hold ourselves accountable for achieving measurable goals. Our focus is on driving results and making meaningful progress.

Integrity: 

We prioritize ethics in everything we do, ensuring that our actions are grounded in integrity and responsibility towards our planet, products, and people.

People-Centric: 

We value and respect every member of our team, fostering an environment where diversity is celebrated, contributions are recognized, and growth is encouraged.

Equal Opportunity Employer

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, sex, gender, gender expression, sexual orientation, age, marital status, veteran status, or disability status. We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation - no applicant will be penalized as a result of such a request.

About Goldstar
Goldstar team operates in 5 continents, reflecting our dedication to meeting the unique needs of global clients while fostering strong local connections. By combining our international presence with tailored support, we deliver exceptional products and seamless service, building a community where shared growth and success thrive.

Goldstar is on a mission to redefine the branded gift and promotional merchandising experience. Through our partners, we’re helping brands make simpler and smarter buying decisions, create more meaningful connections, and deliver exceptional value at every step of the way. We’re continuously working on being better at everything we do, embracing a desire for ongoing transparency, innovation and growing our focus on sustainable development.

We’re committed to helping shape a better, brighter future—together