About Company
Are you eager to launch your career in customer engagement within a thriving digital landscape? Career.zycto offers a dynamic entry point for those passionate about assisting customers and problem-solving. We are a fast-growing force in the e-commerce sector, committed to providing seamless support that delights our users. Join a collaborative team where your insights are valued, and your growth is prioritized. Here, you’ll be instrumental in shaping positive customer experiences, ensuring every interaction reflects our dedication to excellence. Discover your potential in a supportive environment where innovation meets impact.
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Job Description
Career.zycto is on the lookout for a dedicated and empathetic Online Chat Support Specialist to join our vibrant team in Iyana Ipaja, Alimosho. This is an exciting opportunity for individuals passionate about delivering exceptional customer service within a fast-paced e-commerce environment. As the primary point of contact for our online customers, you will play a crucial role in ensuring a smooth and satisfying shopping experience. You’ll be the friendly voice (or rather, text) behind our brand, resolving inquiries, providing product information, and guiding users through our platform. We seek someone who thrives on helping others, possesses excellent written communication skills, and can efficiently manage multiple chat conversations without compromising on quality. If you are a proactive problem-solver with a knack for making customers feel heard and valued, we encourage you to apply. This role offers significant potential for professional growth as you contribute directly to our customer satisfaction and retention goals. Be part of a company that values its employees and invests in their success.
Key Responsibilities
- Provide real-time chat support to customers regarding product inquiries, order status, technical issues, and general assistance.
- Efficiently manage and respond to multiple customer chats simultaneously while maintaining a high level of accuracy and customer satisfaction.
- Clearly and concisely communicate solutions and information to customers in written English.
- Troubleshoot common user issues and escalate complex problems to appropriate internal teams when necessary.
- Educate customers on product features, promotions, and platform functionalities.
- Document customer interactions and resolutions accurately in our CRM system.
- Identify opportunities to improve the customer experience and contribute to knowledge base articles.
- Adhere to company policies and service level agreements (SLAs).
- Maintain a positive, empathetic, and professional attitude toward customers at all times.
Required Skills
- Excellent written communication skills in English, with strong grammar and spelling.
- Proficiency in typing and navigating multiple software applications simultaneously.
- Proven ability to resolve customer issues efficiently and effectively.
- Strong problem-solving abilities and attention to detail.
- Ability to work independently and as part of a team in a fast-paced environment.
- Basic understanding of e-commerce platforms and online shopping processes.
- Empathy and a customer-centric mindset.
Preferred Qualifications
- Previous experience in a chat support, customer service, or call center role, preferably within e-commerce.
- Familiarity with CRM software (e.g., Zendesk, Salesforce Service Cloud).
- Experience with ticketing systems.
- A passion for technology and staying updated with e-commerce trends.
- Ability to speak additional local languages (e.g., Yoruba, Igbo, Hausa) is a plus.
Perks & Benefits
- Competitive salary and performance bonuses.
- Health and wellness benefits.
- Opportunities for professional development and career advancement.
- Dynamic and supportive work environment.
- Regular team-building activities and social events.
- Access to continuous learning resources.
- Paid time off and public holidays.
How to Apply
Interested candidates are encouraged to click on the application link below to submit their resume and a cover letter detailing their relevant experience and why they are a great fit for this role. We look forward to reviewing your application!
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