Goldstar Customer Support Agent - FR

Overview Of Role The Customer Support Agent is responsible for managing pre-order, post-order, and general customer inquiries for the European market, ensuring an excellent customer experience through timely communication, problem resolution, and coordination with internal teams. This role acts as a key point of contact for customers and sales teams, supporting the full order lifecycle, from product inquiries and quotations through to delivery, issue resolution, and after-sales support. Ready to join us? Apply now and become part of a team that values creativity, collaboration, and continuous growth. Primary Responsibilities Customer Support & Communication - Handle inbound and outbound customer communications via email, phone, and chat in a professional and timely manner. - Provide excellent customer service by resolving inquiries, complaints, and escalations through to full resolution. - Proactively communicate updates and manage customer expectations throughout the order process. Pre-Order Support - Manage customer requests related to pricing, quotations, product information, victuals, samples, and product alternatives. - Support customers and sales teams with product selection, vision boards, and other sales tools. - Handle inquiries related to compliance, packaging, rush requests, and special-order requirements. Post-Order Support - Provide order updates, tracking information, and support for out-of stock alternatives or order changes. - Manage missed ship dates, delivery issues, returns, pickups, and reverse logistics activities. - Create redo orders, production requests, and factory back orders where required. Issue Resolution & Escalation Management - Create and manage tickets, service requests, and action requests in internal systems to track and resolve issues efficiently. - Process credit memos and coordinate corrective actions where necessary. - Escalate issues appropriately and collaborate with internal stakeholders to ensure