About Company
Are you passionate about making a real difference in customer lives? Career.zycto is rapidly expanding, seeking dedicated Customer Experience Agents to join our vibrant remote team. We pride ourselves on fostering a supportive environment where your growth is our priority. Join a company that values empathy, clear communication, and innovative problem-solving, providing unparalleled service to our diverse clientele. This is an exciting opportunity for a remote CSR to thrive, gain valuable experience, and build a rewarding career from anywhere in Shomolu, Lagos, contributing directly to client satisfaction and company success.
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Job Description
Career.zycto is seeking a highly motivated and customer-centric Remote Customer Experience Agent to join our dynamic team. In this pivotal role, you will be the frontline voice and face of our client’s brand, delivering exceptional service through both live chat and inbound/outbound calls. We are looking for individuals who are not just problem-solvers but proactive communicators, capable of building rapport and ensuring every customer interaction is positive and productive.
As a Remote Customer Experience Agent, you will be responsible for addressing customer inquiries, resolving issues, and providing comprehensive support related to products and services. This involves actively listening to customer concerns, empathizing with their situations, and effectively navigating our systems to find accurate and timely solutions. You’ll handle a diverse range of topics, from technical support to billing questions and general information, requiring a quick learning curve and adaptable communication style. Your ability to multitask between various chat conversations and phone calls while maintaining a high level of accuracy and professionalism is crucial.
This remote position offers the flexibility of working from your home office, but it demands a high degree of self-discipline, a reliable internet connection, and a quiet, professional workspace free from distractions. You will be an integral part of a supportive team, regularly engaging with team leads and colleagues through virtual channels to ensure continuous learning and seamless service delivery. We believe in empowering our agents with the tools and training necessary to excel, fostering an environment where your contributions are valued, and your career progression is encouraged. If you are passionate about customer service, possess excellent communication skills, and thrive in a remote work setting, we encourage you to apply and become a vital part of our growing success.
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Key Responsibilities
- Manage a high volume of inbound and outbound customer calls and live chat inquiries.
- Respond promptly and professionally to customer questions and complaints via all assigned channels.
- Provide accurate, valid, and complete information by using the right methods/tools.
- Identify and assess customers’ needs to achieve satisfaction and resolve issues efficiently.
- Handle complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution.
- Keep records of customer interactions, transactions, comments, and complaints.
- Communicate and coordinate with internal departments to facilitate problem resolution.
- Follow communication procedures, guidelines, and policies.
- Go the extra mile to engage customers and build sustainable relationships of trust.
- Maintain a high level of product/service knowledge to ensure accurate and informed responses.
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.
- Customer orientation and ability to adapt/respond to different types of characters.
- Excellent communication and presentation skills.
- Ability to multi-task, prioritize, and manage time effectively.
- High school diploma or equivalent.
- Proficiency in English (written and verbal communication).
- Reliable high-speed internet connection and a quiet home office setup.
Preferred Qualifications
- Bachelor's degree in a relevant field.
- Experience with chat support platforms.
- Fluency in additional local languages (e.g., Yoruba, Igbo, Hausa).
- Previous experience in a remote work environment.
- Familiarity with Google Workspace applications.
Perks & Benefits
- Competitive salary and performance bonuses.
- Comprehensive remote work training and onboarding.
- Opportunities for professional development and career advancement.
- Flexible work schedule within operational hours.
- Access to a supportive and collaborative virtual team environment.
- Health and wellness programs.
- Paid time off and holidays.
How to Apply
If you are ready to embark on a rewarding career as a Remote Customer Experience Agent with Career.zycto, we encourage you to submit your application. Please ensure your resume highlights your relevant experience and skills. Click on the link below to apply for the job.
