About Company
Empowering seamless digital interactions is at the heart of Career.zycto’s mission. We’re a dynamic, fast-growing company driving innovation within the e-commerce landscape, connecting businesses with their customers through cutting-edge solutions. For an online chat support professional, this means joining a vibrant team dedicated to delivering exceptional customer experiences. Here, your problem-solving skills and empathetic communication will directly contribute to our success and help shape positive customer journeys. We foster an environment where continuous learning and career growth are encouraged, making it an ideal place to advance your expertise in customer engagement and e-commerce operations.
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Job Description
Are you a highly empathetic and articulate communicator with a passion for helping people navigate the exciting world of e-commerce? Career.zycto is seeking a dedicated Online Chat Support Specialist to join our thriving team in Satellite Town, Lagos. In this pivotal role, you will be the first point of contact for our customers, providing real-time assistance and solutions via our chat platform. Your daily mission will involve assisting users with product inquiries, order status updates, technical troubleshooting, account management, and general support questions, ensuring a smooth and positive experience.
This isn’t just about answering questions; it’s about building trust and fostering loyalty. You’ll be instrumental in translating complex information into clear, concise, and friendly responses, transforming potential frustrations into delightful interactions. Our ideal candidate thrives in a fast-paced environment, possesses an innate ability to multitask, and demonstrates exceptional attention to detail. You’ll work collaboratively with various internal teams, including sales, logistics, and technical support, to resolve issues promptly and efficiently, often acting as a bridge between the customer and our operational departments. This role offers an incredible opportunity to hone your customer service skills, learn the intricacies of a rapidly evolving e-commerce platform, and directly contribute to our brand’s reputation for outstanding customer care. We are committed to providing you with comprehensive training, continuous support, and a collaborative work environment where your contributions are valued and your growth is encouraged. If you are passionate about customer satisfaction and eager to make a tangible impact in the digital commerce space, we encourage you to apply and become a vital part of our success story.
Key Responsibilities
- Provide prompt, accurate, and empathetic support to customers via live chat regarding products, orders, and services.
- Efficiently resolve customer inquiries, complaints, and technical issues, escalating complex cases to the appropriate teams when necessary.
- Maintain a high level of customer satisfaction by delivering exceptional service and maintaining a positive, professional demeanor.
- Document customer interactions thoroughly and accurately in our CRM system.
- Stay updated on product knowledge, company policies, and e-commerce best practices to provide informed support.
- Identify and report recurring customer issues or feedback to management for continuous improvement of services and products.
- Collaborate with internal departments (sales, logistics, tech) to ensure seamless customer experience and problem resolution.
- Adhere to company service level agreements (SLAs) for response times and resolution efficiency.
Required Skills
- Excellent written communication skills in English, with strong grammar and spelling.
- Proven ability to type accurately and efficiently (minimum 40 WPM).
- Strong problem-solving skills and attention to detail.
- High level of empathy and a customer-centric approach.
- Proficiency in using CRM software and general computer applications.
- Ability to multitask and manage multiple chat conversations simultaneously.
- Resilience and patience when dealing with challenging customer situations.
Preferred Qualifications
- Previous experience (6+ months) in online chat support, customer service, or a call center environment.
- Familiarity with e-commerce platforms and online retail operations.
- Knowledge of common customer service tools and technologies.
- Ability to learn new software and systems quickly.
- A diploma or degree in a relevant field is a plus but not strictly required.
Perks & Benefits
- Competitive salary package.
- Comprehensive health insurance (HMO).
- Paid time off and holidays.
- Opportunities for professional development and career growth.
- A dynamic and supportive work environment.
- Regular team-building activities and social events.
- Access to ongoing training and learning resources.
How to Apply
Eager to make a difference in customer experience? We invite passionate individuals to apply for this exciting opportunity. Please click on the application link below to submit your resume and a cover letter detailing your relevant experience and why you’d be a great fit for Career.zycto.
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