About Company
We believe that exceptional service begins with empowering exceptional people. At Career.zycto, we’re not just connecting talent; we’re building vibrant communities of professionals dedicated to redefining customer interaction. For a Customer Experience Agent, our environment offers unparalleled growth, robust support, and the flexibility to thrive. We cultivate a culture where your empathy and problem-solving skills are not just valued, but essential to our shared success. Join us and discover a path where your career can truly flourish while making a tangible difference for our clients globally.
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Job Description
Are you a highly empathetic and articulate individual passionate about delivering unparalleled customer service? Career.zycto is seeking a dedicated Customer Experience Agent to join our dynamic remote team, focusing on both chat and call support. In this critical role, you will be the first point of contact for our clients’ customers, providing friendly, efficient, and effective solutions to their inquiries and concerns. This isn’t just a job; it’s an opportunity to be the face and voice of our commitment to excellence, shaping positive experiences and building lasting relationships from the comfort of your home in Shomolu, Lagos.
As a Remote CSR, you will navigate a variety of customer scenarios, ranging from troubleshooting technical issues and providing product information to resolving service-related challenges. We equip you with comprehensive training and cutting-edge tools to ensure you can confidently handle every interaction. Your ability to listen actively, communicate clearly, and maintain a calm, professional demeanor under pressure will be paramount. We’re looking for someone who thrives on helping others, possesses an innate curiosity to learn, and is committed to continuous improvement. If you’re ready to embrace a role where your positive attitude and problem-solving prowess can truly shine, while enjoying the flexibility of remote work, we encourage you to apply.
Key Responsibilities
- Manage inbound and outbound customer interactions via live chat, email, and phone calls, ensuring a high level of professionalism and customer satisfaction.
- Actively listen to customer concerns, identify root causes, and provide accurate, timely, and complete solutions.
- Document all customer interactions and resolutions thoroughly and accurately in our CRM system.
- Collaborate with internal teams to escalate complex issues and ensure seamless resolution for customers.
- Stay updated on product knowledge, service offerings, and company policies to provide informed support.
- Contribute to a positive team environment, sharing best practices and supporting colleagues.
- Maintain strict adherence to company guidelines and service level agreements (SLAs).
Required Skills
- Exceptional verbal and written communication skills in English.
- Proven ability to empathize with customers and de-escalate challenging situations.
- Strong problem-solving skills and a proactive approach to issue resolution.
- Proficiency in using CRM software and comfortable with various digital communication tools.
- Excellent time management and organizational skills to handle multiple tasks in a remote setting.
- High-speed internet connection and a quiet, dedicated home office space.
- Minimum typing speed of 45 words per minute.
Preferred Qualifications
- Previous experience in a remote customer service or call center environment.
- Familiarity with specific industry-related software or platforms (e.g., Zendesk, Salesforce).
- Experience with chat-based customer support.
- A relevant diploma or degree in Communications, Business Administration, or a related field.
- Bilingualism (e.g., Yoruba, Igbo, Hausa) is a plus.
Perks & Benefits
- Competitive salary package with performance incentives.
- Opportunity to work remotely from your home in Shomolu, Lagos.
- Comprehensive training and continuous professional development opportunities.
- A supportive and collaborative team culture.
- Access to modern tools and technology to facilitate your work.
- Health and wellness benefits (post-probation).
How to Apply
Ready to make a significant impact from the comfort of your home? Click the application link below to submit your resume and a brief cover letter outlining your experience and why you’re passionate about delivering exceptional customer service. We look forward to reviewing your application!
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