About Company
Ready to shape the future of online customer engagement? Career.zycto is at the forefront of connecting top talent with dynamic e-commerce platforms, ensuring seamless user experiences. We specialize in identifying individuals who possess a passion for problem-solving and a commitment to exceptional service. Join our network and become an indispensable part of innovative teams where your communication skills will directly impact customer satisfaction and brand loyalty. We champion environments that foster growth, learning, and impactful contributions in the digital marketplace.
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Job Description
We are seeking a highly empathetic and efficient Online Chat Support Specialist to join our client’s rapidly expanding e-commerce platform in Yaba, Lagos. In this vital role, you will be the frontline of customer interaction, providing real-time assistance, resolving inquiries, and ensuring a positive shopping experience for users. As an Online Chat Support Specialist, you’ll be responsible for handling a diverse range of customer queries via live chat, including product information, order tracking, returns and exchanges, technical troubleshooting, and general account support. Your ability to communicate clearly, concisely, and with genuine care will be paramount to success. This position requires someone who is not only a quick learner but also possesses an innate talent for understanding customer needs and translating complex information into easy-to-understand solutions. You will play a critical role in maintaining high customer satisfaction rates and fostering customer loyalty through exceptional service delivery. If you thrive in a fast-paced environment and are passionate about helping customers navigate their online shopping journey, we encourage you to apply and become a key player in our dynamic team.
Key Responsibilities
- Provide real-time online chat support to customers regarding product inquiries, order status, technical issues, and general service questions.
- Efficiently resolve customer complaints and issues, escalating complex cases to appropriate departments when necessary.
- Maintain a high level of product knowledge and stay updated on new offerings, promotions, and company policies.
- Accurately document all customer interactions and resolutions within the CRM system.
- Identify and report trends in customer queries to help improve product information and service processes.
- Collaborate with internal teams (e.g., sales, logistics, technical) to ensure a seamless customer experience.
- Adhere to established service level agreements (SLAs) for response times and resolution rates.
- Educate customers on self-service options and features available on the e-commerce platform.
- Contribute to a positive team environment and continuously seek opportunities for personal and professional growth.
Required Skills
- Excellent written communication skills in English, with strong grammar and spelling.
- Proven experience in a customer service role, preferably in an online or chat-based environment.
- Proficiency in using CRM software and online chat platforms.
- Strong problem-solving abilities and a proactive approach to customer issues.
- Ability to multitask and manage multiple chat conversations simultaneously without compromising quality.
- Empathetic and patient demeanor, with a genuine desire to help customers.
- Basic computer literacy and comfort with navigating web-based applications.
- High school diploma or equivalent.
Preferred Qualifications
- Previous experience supporting an e-commerce platform or online retail business.
- Familiarity with various e-commerce concepts and logistics.
- A diploma or degree in Communications, Business Administration, or a related field.
- Experience with Zendesk, Intercom, or similar customer support tools.
Perks & Benefits
- Competitive salary package.
- Health and wellness programs.
- Opportunities for professional development and training.
- A supportive and collaborative work environment.
- Career growth opportunities within a fast-growing industry.
- Modern office facilities in a vibrant area of Lagos.
How to Apply
Eager to make a difference in online customer experience? Click the application link below to submit your resume and a brief cover letter outlining your relevant experience and why you are the ideal candidate for this role. We look forward to reviewing your application!
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