Customer Support Agent | North America Evening Shift

Role Overview

Goldstar is hiring a Customer Support Agent for its North America Evening Shift, based in Tunis, Tunisia. Reporting to the Contact Centre Operations Supervisor, you will serve as the primary point of contact for North American customers, delivering timely and professional assistance across multiple communication channels.

Key Responsibilities

• Handle inbound customer inquiries via phone, email, and chat during North American evening hours
• Resolve product and service issues efficiently while maintaining high customer satisfaction scores
• Document all interactions accurately in the CRM system
• Escalate complex cases to the appropriate department following established protocols
• Meet and exceed individual and team KPIs including response time, resolution rate, and CSAT
• Stay up to date on company products, policies, and procedures to provide accurate information
• Collaborate with team members and supervisors to improve workflows and customer experience

Qualifications

• Previous experience in a customer service or call center environment preferred
• Excellent verbal and written communication skills in English
• Ability to work evening shifts aligned with North American time zones
• Strong problem-solving skills and attention to detail
• Proficiency with computers, CRM software, and multi-line phone systems
• Customer-focused mindset with a professional and patient demeanor

Skills

• Fluent English communication (spoken and written)
• Active listening and empathy
• Multitasking and time management in a fast-paced environment
• Basic technical troubleshooting
• Teamwork and adaptability
• Typing speed and accuracy for live chat and email support