About Company
Your journey in customer support finds its home at Career.zycto, a forward-thinking recruitment firm dedicated to placing exceptional talent within thriving businesses. We understand the critical role online chat support plays in e-commerce, and we’re committed to building high-performing teams. Joining us means stepping into an environment where your dedication to customer satisfaction is celebrated and nurtured. We offer unparalleled opportunities for professional development, ensuring you gain valuable experience while contributing to the success of an innovative e-commerce platform. Become an indispensable part of a team that champions positive customer experiences.
Advertisement
Job Description
Are you passionate about delivering exceptional customer experiences and thrive in a fast-paced digital environment? Career.zycto is seeking a dedicated and enthusiastic Online Chat Support Specialist to join the dynamic team of a rapidly growing e-commerce platform in Fadeyi, Lagos. This vital role is at the forefront of customer interaction, providing real-time support, resolving inquiries, and ensuring a seamless shopping journey for users across various digital channels.
As an Online Chat Support Specialist, you will be the first point of contact for customers, handling a wide array of questions ranging from product information, order status, technical issues, to post-purchase support. Your ability to communicate clearly, empathetically, and efficiently through chat will be paramount. You’ll be instrumental in building customer loyalty, enhancing brand reputation, and directly contributing to sales conversion by providing timely and accurate assistance. This position requires someone who is not only a problem-solver but also a proactive communicator, capable of anticipating customer needs and offering solutions that exceed expectations. If you are detail-oriented, possess excellent written communication skills, and are eager to make a tangible impact on an e-commerce platform’s success, we encourage you to apply. We are looking for individuals who are tech-savvy, quick learners, and have a genuine desire to help others navigate their online shopping experience effortlessly.
Key Responsibilities
- Provide real-time online chat support to customers regarding product inquiries, order placement, shipping, returns, and general platform navigation.
- Respond to customer queries promptly, accurately, and courteously, maintaining a high level of professionalism and empathy.
- Troubleshoot common issues and guide customers through solutions, escalating complex problems to the appropriate internal teams when necessary.
- Document customer interactions and resolutions accurately within the CRM system.
- Identify and escalate critical customer feedback or recurring issues to management for continuous improvement.
- Assist in maintaining a comprehensive knowledge base and FAQ section for common customer questions.
- Collaborate with sales, marketing, and logistics teams to ensure a consistent and positive customer experience.
- Stay up-to-date with product information, company policies, and e-commerce trends.
- Proactively identify opportunities to improve the customer support process and overall customer satisfaction.
Required Skills
- Excellent written communication skills in English, with strong grammar and spelling.
- Proven experience in a customer service role, preferably in an online or chat-based environment.
- Familiarity with e-commerce platforms and online shopping processes.
- Ability to type accurately and efficiently (minimum 40 WPM).
- Strong problem-solving abilities and attention to detail.
- Proficiency in using CRM software and chat support tools.
- Ability to multi-task and manage multiple chat conversations simultaneously.
- High level of empathy and a customer-centric attitude.
Preferred Qualifications
- Previous experience working for an e-commerce company or online retailer.
- A degree or diploma in Communications, Business Administration, or a related field.
- Experience with Zendesk, LiveChat, or similar customer service platforms.
- Basic understanding of digital marketing or online sales principles.
Perks & Benefits
- Competitive salary and performance bonuses.
- Comprehensive health benefits package.
- Opportunities for professional growth and skill development.
- A supportive and collaborative team environment.
- Modern office located in a vibrant area of Lagos.
- Regular team-building activities and social events.
- Paid time off and public holidays.
How to Apply
If you are ready to kickstart your career in online customer support within the exciting world of e-commerce, we invite you to apply! Please click on the application link below to submit your resume and a brief cover letter outlining your relevant experience and why you are the ideal candidate for this role. We look forward to hearing from you!
Advertisement
