About Company
Are you eager to make a tangible impact by connecting with customers and solving their challenges? Career.zycto is a dynamic and forward-thinking organization dedicated to delivering exceptional service experiences. We believe that empowering our team members is key to our success, fostering a culture of continuous learning and support. For a Customer Experience Agent seeking a remote role, we offer a flexible yet structured environment where your voice is heard, and your contributions directly enhance customer satisfaction. Join us to thrive in a collaborative space where innovation meets empathy, shaping the future of customer interactions.
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Job Description
Career.zycto is on the lookout for a highly motivated and customer-centric individual to join our growing team as a Remote Customer Experience Agent. In this pivotal role, you’ll be the first point of contact for our valued customers, providing exceptional support and guidance across multiple digital channels, including live chat and inbound calls. This is a fantastic opportunity for individuals who thrive in a fast-paced, problem-solving environment and are passionate about delivering memorable service from the comfort of their home office.
As a Remote CSR, you will be instrumental in shaping our customers’ perception of Career.zycto. You will engage directly with customers, listening attentively to their needs, diagnosing issues, and offering effective, personalized solutions. Your daily activities will involve managing a queue of customer interactions, ensuring prompt and accurate responses that uphold our commitment to excellence. We’re looking for someone who can seamlessly switch between different communication styles – from concise, articulate chat responses to clear, empathetic phone conversations – all while maintaining a positive and professional demeanor. This role is perfect for self-starters who can manage their workload independently while remaining an integral part of a collaborative virtual team.
This role requires a blend of technical proficiency, strong interpersonal skills, and an unwavering commitment to customer satisfaction. You’ll utilize our cutting-edge CRM system to track interactions, update customer records, and access critical information, ensuring a consistent and high-quality service experience. Beyond simply resolving queries, you’ll act as a brand ambassador, educating customers about our products/services and identifying opportunities to enhance their overall journey. Your insights from customer interactions will also be crucial in helping us improve our services and products. We value agents who are proactive, resourceful, and eager to learn, as continuous training and development are core to our team’s success. If you are detail-oriented, have a knack for turning challenges into opportunities, and are ready to contribute to a supportive remote team culture, we encourage you to apply and become a vital part of Career.zycto’s mission to redefine customer support.
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Key Responsibilities
- Manage inbound customer inquiries via chat, email, and phone with professionalism and efficiency.
- Provide accurate, valid, and complete information by using the right methods/tools.
- Identify and assess customer needs to achieve satisfaction and build lasting relationships.
- Handle customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution.
- Keep records of customer interactions, transactions, comments, and complaints.
- Follow communication procedures, guidelines, and policies.
- Go the extra mile to engage customers and act as a brand advocate.
- Collaborate with team members and supervisors to improve overall customer experience processes.
Required Skills
- Proven customer support experience or experience as a Client Service Representative.
- Strong phone contact handling skills and active listening.
- Familiarity with CRM systems and practices.
- Excellent communication and presentation skills, both written and verbal.
- Ability to multi-task, prioritize, and manage time effectively in a remote setting.
- Proficiency in using digital communication tools (e.g., chat platforms, email software).
- High school diploma or equivalent.
Preferred Qualifications
- Associate’s or Bachelor’s degree in a relevant field.
- Experience working in a remote customer service role.
- Technical aptitude and ability to quickly learn new software and systems.
- Knowledge of industry-specific products/services (if applicable).
- Fluency in additional local languages (e.g., Yoruba, Igbo, Hausa) is a plus.
Perks & Benefits
- Competitive salary and performance-based bonuses.
- Comprehensive health and wellness benefits.
- Opportunities for professional development and career growth.
- Flexible remote work environment.
- Supportive and collaborative team culture.
- Paid time off and holidays.
How to Apply
Interested candidates are invited to submit their application by clicking the link below. Please ensure your CV and a brief cover letter highlighting your customer service experience are attached.
