About Company
Step into a dynamic environment where your voice empowers customers! Career.zycto is passionately committed to delivering exceptional service and innovative solutions across diverse sectors. We foster a supportive, remote-first culture that champions professional growth and work-life balance. As a customer experience agent, you’ll find a platform to genuinely connect with individuals, resolve challenges, and become an integral part of a team that values empathy and efficiency. Join us to make a tangible impact from the comfort of your home, contributing to a company that thrives on positive interactions and continuous improvement.
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Job Description
Are you a natural communicator with a passion for helping others? Career.zycto is seeking a dedicated and empathetic Customer Experience Agent to join our growing remote team. In this pivotal role, you will be the first point of contact for our valued customers, providing exceptional support through both chat and phone channels. We are looking for individuals who can transform customer inquiries into positive experiences, troubleshoot issues efficiently, and maintain a professional yet friendly demeanor in every interaction.
This isn’t just a job; it’s an opportunity to build meaningful relationships and represent a company that genuinely cares about its customers. You will be responsible for resolving product and service questions, guiding users through processes, addressing technical queries, and escalating complex cases when necessary. A successful candidate will be highly organized, possess excellent problem-solving skills, and thrive in a fast-paced, remote work environment where self-motivation and initiative are key.
Your day will involve managing multiple chat conversations simultaneously while also handling incoming calls, requiring strong multitasking abilities and attention to detail. You’ll be equipped with comprehensive training and the necessary tools to excel, ensuring you have the knowledge to confidently assist our diverse customer base. If you are passionate about customer satisfaction and eager to contribute to a collaborative, supportive team from the comfort of your home in Agric, Ikorodu, we encourage you to apply and help us redefine excellent customer service.
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Key Responsibilities
- Respond promptly and professionally to customer inquiries via live chat, email, and phone.
- Provide accurate information and effective solutions to customer issues and concerns.
- Troubleshoot technical problems and guide customers through step-by-step resolutions.
- Document all customer interactions and resolutions accurately in the CRM system.
- Identify and escalate priority issues to the appropriate internal teams when necessary.
- Maintain a high level of customer satisfaction by delivering a positive and empathetic experience.
- Proactively identify opportunities to improve customer experience and internal processes.
- Adhere to company policies, procedures, and service level agreements (SLAs).
Required Skills
- Minimum 6 months of experience in a customer service or call center role.
- Proven experience with both chat and phone support channels.
- Excellent verbal and written communication skills in English.
- Strong active listening and problem-solving abilities.
- Proficiency in using CRM software and customer support tools.
- Ability to multitask, prioritize, and manage time effectively in a remote setting.
- High-speed internet connection and a quiet, dedicated home workspace.
- Reliable personal computer with webcam and headset.
Preferred Qualifications
- Experience with Zendesk, Freshdesk, or similar customer support platforms.
- Familiarity with remote collaboration tools (e.g., Slack, Microsoft Teams).
- Certification in customer service or a related field.
- Ability to speak local languages beyond English (e.g., Yoruba) is a plus.
Perks & Benefits
- Competitive monthly salary and performance bonuses.
- Comprehensive remote onboarding and training program.
- Opportunities for career advancement within a growing company.
- Flexible work schedule to support work-life balance.
- Access to ongoing professional development resources.
- Supportive and collaborative virtual team environment.
How to Apply
Ready to make a difference from home? We invite you to apply by clicking the link below. Please ensure your resume highlights your customer service experience and technical proficiency. We look forward to reviewing your application and potentially welcoming you to the Career.zycto team!
