About Company
Career.zycto is a dynamic and forward-thinking organization dedicated to connecting top talent with innovative opportunities across various industries. We empower individuals to achieve their career aspirations by fostering environments of growth, learning, and success. For an Online Chat Support Specialist, Career.zycto offers a vibrant, supportive ecosystem where your communication skills and problem-solving abilities are highly valued. Join us to be part of a team that champions exceptional customer experiences and professional development, making a real impact in the digital commerce space.
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Job Description
Are you a natural communicator with a passion for helping people and a keen interest in the fast-paced world of e-commerce? Career.zycto is actively seeking an enthusiastic and customer-focused Online Chat Support Specialist to join our vibrant team in Surulere, Lagos. In this pivotal role, you will be the first point of contact for our e-commerce platform users, providing real-time assistance and ensuring a seamless, positive experience for every customer. We are looking for an individual who thrives in a dynamic environment, possesses excellent written communication skills, and is adept at problem-solving under pressure.
As an Online Chat Support Specialist, you will be instrumental in maintaining high levels of customer satisfaction by addressing inquiries, resolving issues, and guiding users through our platform’s features and processes. You’ll handle a variety of topics, from order status and product information to technical troubleshooting and account management. This isn’t just about answering questions; it’s about building trust, providing expert guidance, and turning potential frustrations into positive interactions. You will work closely with other departments, including sales and technical teams, to ensure comprehensive and timely resolutions.
We value proactive individuals who are eager to learn, adapt, and contribute to a collaborative work environment. If you’re looking for an opportunity to kickstart or advance your career in customer service within the exciting e-commerce sector, with a company that invests in your growth, then this role is for you. Join Career.zycto and become a crucial part of our mission to deliver unparalleled online shopping experiences.
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Key Responsibilities
- Provide real-time chat support to customers regarding product inquiries, order status, account issues, and technical difficulties.
- Resolve customer complaints and concerns efficiently and empathetically, escalating complex issues when necessary.
- Guide customers through the e-commerce platform's features, functionalities, and purchasing processes.
- Maintain a high level of product knowledge and stay updated on new features, promotions, and company policies.
- Document all customer interactions accurately and thoroughly in the CRM system.
- Collaborate with internal teams (e.g., sales, logistics, tech) to ensure seamless customer experience and problem resolution.
- Identify and report recurring customer issues or feedback to management to help improve service and product offerings.
- Adhere to established service level agreements (SLAs) and quality standards for chat interactions.
Required Skills
- Excellent written communication skills in English, with strong grammar and spelling.
- Ability to type accurately and efficiently in a fast-paced environment.
- Proven ability to provide exceptional customer service and resolve issues effectively.
- Strong problem-solving skills and a proactive approach to challenges.
- Proficiency in using web-based applications and general computer literacy.
- Empathy, patience, and a positive attitude when interacting with customers.
- Ability to work independently and as part of a team.
Preferred Qualifications
- Previous experience in an online chat support, customer service, or call center role.
- Familiarity with e-commerce platforms and online retail operations.
- Experience with CRM software (e.g., Zendesk, Salesforce Service Cloud).
- A diploma or degree in a relevant field (e.g., Communications, Business Administration).
Perks & Benefits
- Competitive salary and performance-based incentives.
- Comprehensive health insurance plan.
- Paid time off and public holidays.
- Opportunities for professional development and career growth.
- A dynamic, supportive, and collaborative work environment.
- Regular team-building activities and social events.
How to Apply
Interested candidates are encouraged to apply by clicking the link below. Please ensure your resume highlights your customer service experience and written communication skills. We look forward to reviewing your application!
