Customer Support Associate(Email/Chat process) – FK Sports – Full Job Description

Company: FK Sports
Location: Noida Sector 62, Noida, Uttar Pradesh
Job Type: Full-time
Salary: ₹18,000 – ₹25,000 a month

Job Summary: We are seeking a dedicated and customer-focused Customer Support Associate to join our e-commerce team, with a specific focus on handling email and chat inquiries for our UK customers. The ideal candidate will be responsible for providing exceptional customer support, addressing inquiries, resolving issues, and ensuring a positive customer experience through email and chat channels.

Key Responsibilities:

• Respond promptly and professionally to customer inquiries via email and chat.
• Provide accurate information about products, services, order status, and policies.
• Assist customers with order placement, tracking, returns, and exchanges.
• Handle customer complaints and resolve issues efficiently and effectively.
• Escalate complex issues to the appropriate department or manager when necessary.
• Follow up with customers to ensure their concerns are fully addressed and resolved.
• Provide basic technical support for online shopping issues, such as account access, payment processing, and website navigation.
• Coordinate with the warehouse and shipping teams to track and expedite orders as needed.
• Notify customers of any delays or issues with their orders and provide alternative solutions.
• Collect and analyze customer feedback to identify trends and areas for improvement.
• Report recurring issues and customer suggestions to the management team.
• Provide product recommendations and upsell additional items based on customer needs.
• Work closely with other customer service associates, team leaders, and departments to ensure a seamless customer experience.
• Participate in team meetings and training sessions to stay informed and improve skills.

Qualifications:

• Bachelor’s degree preferred.
• Previous experience in customer service, specifically in e-commerce email and chat support for the UK market (06 months added benefit).
• Strong communication skills, both written and verbal.
• Excellent problem-solving and conflict resolution abilities.
• Ability to work independently and as part of a team.
• Strong organizational and time management skills.
• Empathy, patience, and a positive attitude.

Preferred Qualifications:

• Experience with e-commerce platforms and order management systems (e.g., Amazon).
• Familiarity with UK customer service standards and practices.

Working Conditions:

• Ability to work flexible hours, including evenings, weekends, and holidays.
• Fast-paced and dynamic environment.

Job Type: Full-time
Pay: ₹18,000.00 – ₹25,000.00 per month
Benefits:

• Leave encashment
• Paid sick time
• Paid time off

Schedule:

• Day shift
• Monday to Friday
• Rotational shift
• UK shift

Education:

• Bachelor’s (Preferred)

Experience:

• total work: 1 year (Required)
• Customer service: 1 year (Required)

Language:

• English (Required)

Work Location: In person
Application Deadline: 02/01/2025