Customer Support Specialist

Job Description
As a Customer Support Specialist at Fnatic, you’ll have a key role to play as the voice of our customer and a key point of contact for queries across our product range; from gaming peripherals and headsets to apparel and merchandise. You’ll build your knowledge across our product range, and work closely with the product team to enable timely and accurate responses to queries. You’ll also provide feedback from our customers to development teams, to ensure issues are highlighted and Fnatic products continue to be known for their quality. More than anything, your key objective will be to create a great experience for Fnatic customers!

Your mission is to:

    • Answer customer queries via our Customer Support site, the Amazon platforms, email, phone and chat in a friendly, clear and timely manner, being solutions focused and following issues through to resolution
    • Escalate support requests internally as required, and be proactive in seeking out knowledge where you may have gaps
    • Ensure you are up-to-date on all our products, teams and events so you can provide informed customer responses at all times
    • Help build and maintain a ‘knowledge base’ for our customers of FAQ and answers on our website
    • Maintain an issue log to understand patterns in customer queries
    • Participate in Product meetings to understand the product roadmap, and relay customer feedback to improve the quality of existing/future products
    • Provide weekly reports on inbound queries and resolution rates
    • Monitor social channels for customer feedback and work closely with the Social team to ensure support/responses are given as appropriate
    • Monitor online stores and other marketplaces for counterfeit goods, and escalate as appropriate
    • Oversee the Return Management Authorisation (RMA) process for both customers and distributors; and maintain the associated log
    • Ensure you understand our warranty fulfilment process, the limited warranty policy, and can explain these to customers in a clear manner
    • Support Amazon store coordination from invoice preparation, through to regular store reviews and issue management
    • Be a passionate advocate for our customers and aim to delight them whenever they reach out

We’re looking for:

    • Previous experience providing support of a technical nature for an ecommerce business
    • Passion for gaming/esports paired with technical knowledge of gaming peripherals/hardware
    • Customer orientation and ability to adapt/respond to different types of characters. You can win over even the most difficult customer, and leave them thinking they’ve just had the best support experience ever!
    • Familiarity with CRM systems and practices
    • Track record of over-achieving targets and maintaining high customer satisfaction rates
    • Bachelor’s degree or equivalent work experience
    • Technically minded and can understand typical product-specific terminology
    • Proactive and always looking for ways to optimise our processes
    • Ability to multi-task, prioritise, and manage time effectively
    • Excellent written and verbal communication in English, other languages desirable

What we have to offer:

    • The chance to learn from an ambitious and super creative team, and enjoy the buzz of our fast-paced business
    • Office in the heart of Belgrade
    • Private medical insurance (Generali)
    • Self-development book requests for the Fnatic Library
    • Fnatic shop staff discount
About us:
Fnatic is a global esports performance brand headquartered in London, laser-focused on seeking out, levelling up and amplifying gamers and creators. Our history is unparalleled. Founded in 2004, we are the most successful esports brand of the last decade, winning more than 200 championships across 30 different games.
Today, driven by our ability to advance esports performance, Fnatic is the channel through which the most forward-thinking brands communicate with young people. We deliver industry-leading content, experiences and activations through offices and facilities in cities between Los Angeles and Tokyo. Our pros and creators generated more than 100m hours of entertainment content in 2020, showcasing our global partners to an audience of more than 15m fans across our social platforms.
Forging the future is in our DNA. We pioneered the intersection of street culture and esports with merch collaborations, and continue to lead the industry with the quality of our pro wear and fan apparel. After launching in 2016, our award-winning esports equipment (comprising mice, keyboards, headsets and pads) has sold to hundreds of thousands of gaming enthusiasts who want to play better.
Gaming is the place where music, fashion, sport and technology come together, and Fnatic is leading the charge.