About Company
Are you passionate about helping customers and thrive in a fast-paced digital environment? Career.zycto is a dynamic recruitment partner specializing in connecting top talent with innovative e-commerce platforms. We pride ourselves on fostering engaging and supportive workplaces where communication experts, like our online chat support specialists, can truly excel. Joining us means becoming part of a team dedicated to seamless customer experiences and continuous professional growth. We champion a collaborative atmosphere, ensuring every team member feels valued while contributing to the success of leading digital businesses.
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Job Description
Career.zycto is actively seeking a highly motivated and customer-focused Online Chat Support Specialist to join a vibrant e-commerce platform. In this essential role, you will be the first point of contact for customers, providing real-time assistance and solutions via chat. You will play a crucial part in ensuring a smooth and positive customer journey, from navigating product queries to resolving post-purchase issues. This position demands excellent written communication skills, a keen eye for detail, and a proactive approach to problem-solving within a dynamic digital retail landscape. If you possess a genuine passion for customer satisfaction and enjoy working in a fast-paced online environment, we encourage you to apply. This is an exciting opportunity to grow your career within a supportive team that values exceptional service and continuous improvement. We are looking for someone who can quickly adapt to new tools and processes, maintain composure under pressure, and consistently deliver a high standard of support that reflects positively on the brand. Your ability to empathize with customers, understand their needs, and articulate solutions clearly and concisely will be key to your success.
Key Responsibilities
- Provide prompt, professional, and accurate responses to customer inquiries via live chat.
- Assist customers with product information, order tracking, returns, exchanges, and general account inquiries.
- Troubleshoot and resolve customer issues efficiently, escalating complex problems to the appropriate team when necessary.
- Maintain a high level of customer satisfaction by delivering exceptional service and support.
- Document customer interactions and resolutions accurately in the CRM system.
- Identify and escalate recurring customer issues or trends to management for continuous improvement.
- Stay updated on product knowledge, company policies, and e-commerce best practices.
- Collaborate with internal teams (e.g., sales, logistics) to ensure a seamless customer experience.
- Contribute to team goals by achieving performance targets related to response time, resolution rate, and customer satisfaction.
Required Skills
- Proven experience in online chat support or customer service, preferably within an e-commerce environment.
- Excellent written communication skills with impeccable grammar and spelling.
- Strong problem-solving abilities and a proactive approach to issue resolution.
- Ability to multitask and manage multiple chat conversations simultaneously.
- Proficiency in using CRM software and live chat platforms.
- Ability to work effectively in a fast-paced and dynamic environment.
- High level of empathy and a customer-centric mindset.
Preferred Qualifications
- Bachelor's degree or HND in any discipline.
- Familiarity with various e-commerce platforms and online retail operations.
- Experience with knowledge base management and self-service tools.
- Ability to speak multiple Nigerian languages is a plus.
Perks & Benefits
- Competitive salary and performance-based incentives.
- Comprehensive health insurance package.
- Opportunities for professional development and career growth.
- A supportive and collaborative work environment.
- Access to training on the latest e-commerce support tools.
- Paid time off and public holidays.
How to Apply
Interested candidates are encouraged to apply by clicking the link below. Please ensure your resume highlights your relevant experience in online chat support and customer service.
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