About Company
Join Career.zycto, a thriving e-commerce platform dedicated to connecting customers with exceptional products and seamless shopping experiences. We believe that outstanding customer service is the cornerstone of our success, and that’s where you come in. For an Online Chat Support specialist, Career.zycto offers a dynamic and supportive environment where your communication skills and problem-solving abilities directly impact our customer satisfaction. We empower our team members to grow, innovate, and contribute meaningfully to a fast-paced digital landscape, ensuring every interaction builds lasting customer loyalty and drives our collective vision forward in the bustling Nigerian market.
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Job Description
Career.zycto is seeking a highly motivated and customer-focused Online Chat Support specialist to join our dynamic team in Berger, Lagos. As the frontline voice of our e-commerce platform, you will play a pivotal role in ensuring an outstanding customer experience for every shopper. In this hybrid role, you will engage directly with customers through live chat, providing prompt, accurate, and empathetic assistance with inquiries ranging from product details and order tracking to payment issues and return processes. Your ability to quickly understand customer needs, resolve problems efficiently, and maintain a positive, professional demeanor will be crucial to fostering trust and loyalty. This isn’t just about answering questions; it’s about proactively enhancing the customer journey, turning potential frustrations into opportunities for delight, and contributing directly to our brand’s reputation for excellence. We are looking for someone who thrives in a fast-paced environment, can manage multiple conversations with grace, and is passionate about delivering service that exceeds expectations. If you are an articulate communicator with a knack for problem-solving and a desire to make a tangible impact on customer satisfaction within the exciting world of e-commerce, we invite you to be a part of our growing success story.
Key Responsibilities
- Respond promptly and professionally to customer inquiries via live chat, ensuring high satisfaction rates.
- Provide accurate information regarding products, services, order statuses, shipping, returns, and refunds.
- Efficiently resolve customer issues and complaints, escalating complex cases to relevant departments when necessary.
- Maintain meticulous records of customer interactions, transactions, comments, and complaints using CRM software.
- Identify and document recurring customer issues to contribute to process improvements and knowledge base articles.
- Collaborate effectively with sales, logistics, and technical support teams to ensure seamless customer service.
- Manage multiple chat conversations simultaneously while maintaining quality and efficiency standards.
- Stay updated on product knowledge, company policies, and e-commerce industry best practices.
Required Skills
- Exceptional written communication skills in English, with excellent grammar and spelling.
- Proficiency in using live chat software and CRM systems (e.g., Zendesk, Freshdesk, Salesforce Service Cloud).
- Strong problem-solving abilities and a proactive approach to issue resolution.
- Customer-centric mindset with demonstrated empathy and patience.
- Ability to multitask and manage time effectively in a fast-paced environment.
- High typing speed and accuracy.
- Attention to detail and commitment to maintaining accurate records.
- Tech-savvy and quick to adapt to new digital tools and platforms.
Preferred Qualifications
- Previous experience (1+ year) in online chat support or customer service, preferably within an e-commerce context.
- Familiarity with the Nigerian e-commerce landscape and consumer preferences.
- OND/HND/B.Sc. in Communications, Marketing, Business Administration, or a related field.
- Fluency in additional local Nigerian languages (e.g., Yoruba, Igbo, Hausa) is a plus.
Perks & Benefits
- Competitive salary package.
- Comprehensive health insurance plan.
- Opportunities for professional development and continuous learning.
- A supportive and collaborative hybrid work environment.
- Team-building activities and social events.
- Clear pathways for career growth within a rapidly expanding e-commerce business.
- Access to modern tools and technology to enhance productivity.
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 Career.zycto.
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