About Company
Are you a natural communicator with a passion for helping others? Career.zycto, a rapidly expanding e-commerce platform, is seeking dedicated individuals to join our vibrant customer support team. We’re revolutionizing online shopping experiences, making them seamless and enjoyable for customers across Nigeria. At Career.zycto, your voice directly impacts customer satisfaction, solving queries and fostering lasting relationships. This is an unparalleled opportunity for an online chat support professional to thrive in a dynamic, supportive environment where your contributions are truly valued, shaping the future of digital retail.
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Job Description
This pivotal role will be the primary point of contact for customers utilizing our innovative e-commerce platform. As an Online Chat Support Specialist, you’ll be instrumental in creating an exceptional customer experience by providing prompt, accurate, and empathetic assistance through live chat. You will navigate a diverse range of customer inquiries, from detailed order tracking and comprehensive product information to intricate payment issues and fundamental technical support, ensuring every interaction leaves our customers feeling genuinely heard and valued.
We are actively seeking an individual who thrives in a dynamic, fast-paced digital environment, possesses exemplary written communication skills, and genuinely enjoys the challenge of problem-solving. Your innate ability to think critically on your feet, maintain an unwavering positive attitude, and translate complex information into easily digestible language will be paramount to your success and professional growth within our organization. At Career.zycto, we firmly believe that outstanding customer service is the irreplaceable backbone of our thriving business, and we are committed to empowering our team members to consistently go above and beyond to delight our valued users.
You’ll be integrating into a highly supportive and collaborative team where continuous learning, skill enhancement, and significant professional growth are not just encouraged, but actively facilitated. We provide comprehensive, hands-on training meticulously designed to equip you with all the essential knowledge and sophisticated tools needed to excel confidently in this demanding yet rewarding role. If you possess a fervent passion for the e-commerce landscape, are a steadfast advocate for superior customer service, and aspire to build meaningful connections, this is your unparalleled opportunity to make a profound and lasting impact on thousands of online shoppers daily. Join us and contribute significantly as we collectively redefine the online retail experience across Nigeria!
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Key Responsibilities
- Provide timely, accurate, and professional support to customers via live chat regarding products, orders, payments, and general inquiries.
- Resolve customer complaints and issues efficiently and effectively, escalating complex cases to appropriate internal teams when necessary.
- Maintain a consistently high level of customer satisfaction by delivering a positive, empathetic, and resolution-oriented chat experience.
- Document all customer interactions, feedback, and resolutions accurately and thoroughly within the CRM system.
- Collaborate proactively with other departments (e.g., logistics, technical support, sales) to ensure swift and comprehensive problem resolution.
- Stay thoroughly up-to-date with evolving product knowledge, company policies, service updates, and relevant e-commerce industry trends.
- Identify and proactively suggest opportunities to enhance the overall customer experience and contribute actively to team knowledge sharing initiatives.
- Adhere strictly to established performance metrics, quality standards, and service level agreements (SLAs).
Required Skills
- Exceptional written communication and impeccable grammar skills in English.
- Strong analytical problem-solving abilities and meticulous attention to detail.
- Proficiency in utilizing live chat software, customer relationship management (CRM) systems, and ticketing platforms.
- Ability to multitask efficiently, prioritize effectively, and manage time productively in a dynamic, fast-paced environment.
- A strong customer-centric approach coupled with a patient, empathetic, and professional demeanor.
- Basic computer literacy and comfort with navigating various web-based applications and digital tools.
- Proven ability to work autonomously with minimal supervision, as well as collaboratively within a diverse team setting.
Preferred Qualifications
- Previous experience (at least 6 months) in online chat support, customer service, or a call center environment, preferably within the e-commerce sector.
- Familiarity with prominent e-commerce platforms, online retail processes, and digital payment gateways.
- A degree or diploma in a relevant field such as Communications, Business Administration, Marketing, or a related discipline.
- Experience with industry-standard customer support tools like Zendesk, Intercom, LiveChat, or similar platforms.
Perks & Benefits
- Competitive salary package complemented by performance-based bonuses.
- Comprehensive health insurance package covering medical, dental, and vision.
- Generous paid time off, including annual leave and public holidays.
- Significant opportunities for continuous professional development, training, and clearly defined career advancement paths.
- A vibrant, inclusive, and supportive company culture that values diversity and teamwork.
- Regular team-building activities, social events, and employee recognition programs.
- Access to modern, well-equipped office facilities situated in a convenient Sangotedo location.
How to Apply
Ready to shape the future of e-commerce customer service? We invite enthusiastic and dedicated individuals to apply! Please click on the application link below to submit your resume and a compelling cover letter detailing your relevant experience, outlining your customer service philosophy, and explaining why you are the ideal candidate for this pivotal role at Career.zycto. We eagerly look forward to reviewing your application and potentially welcoming you to the Career.zycto family!
