About Company
Are you eager to launch your career in customer service within a supportive and forward-thinking environment? Career.zycto is a leading recruitment partner committed to connecting exceptional talent with pioneering opportunities. We cultivate a culture that values clear communication, empathy, and continuous learning, making us the ideal launchpad for dedicated chat support professionals. Join a team where your ability to resolve queries efficiently and delight customers directly contributes to our collective success and client satisfaction. We believe in empowering our people to grow, innovate, and make a tangible impact daily.
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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, supporting a thriving e-commerce platform. Based within the bustling Trade Fair Complex, Amuwo Odofin, this on-site position offers an exciting opportunity to be the frontline voice of a rapidly growing online retail business. As an Online Chat Support Specialist, you will play a pivotal role in ensuring an exceptional customer experience by providing prompt, accurate, and friendly assistance through live chat channels. This involves not only responding to inquiries but also proactively identifying customer needs, offering relevant solutions, and guiding users through various aspects of the e-commerce site, from product discovery to checkout.
You will be responsible for handling a wide range of customer inquiries, encompassing everything from detailed product information, stock availability checks, and order status updates, to facilitating returns and exchanges, and assisting with payment processing issues. Beyond transactional support, you will also be tasked with basic technical troubleshooting for website navigation or account access problems, escalating complex issues to appropriate departments when necessary. This isn’t just about answering questions; it’s about building trust, resolving issues with a positive attitude, and actively contributing to customer loyalty by transforming potentially negative experiences into positive ones. Your ability to multitask efficiently, navigate various internal CRM and order management systems, and communicate complex information clearly and concisely will be absolutely essential. We are looking for an individual who is not only proficient with digital communication tools but also possesses a genuine desire to help others and thrives on turning challenges into successful resolutions.
Our ideal candidate thrives in a fast-paced environment and is passionate about delivering service excellence. You will collaborate closely with other departments, including logistics, sales, marketing, and technical teams, to ensure seamless problem resolution and consistent service delivery. This role demands meticulous attention to detail, strong organizational skills, and the capacity to maintain composure and empathy under pressure, especially during peak periods. You will be expected to adhere to established service level agreements (SLAs) and continuously strive to exceed customer expectations, contributing to overall customer satisfaction scores. If you are a proactive problem-solver with a knack for making customers feel valued and understood, possess a natural talent for clear written communication, and are ready to immerse yourself in the exciting and ever-evolving world of e-commerce, then we encourage you to apply. Join Career.zycto and become an integral part of a team dedicated to redefining customer support in the digital age, right here in Amuwo Odofin, helping our clients forge stronger relationships with their customers.
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Key Responsibilities
- Respond promptly and professionally to customer inquiries via live chat in English.
- Provide accurate product information, availability, and order status updates.
- Resolve customer complaints, technical issues, and service problems with empathy and efficiency.
- Assist customers with navigation, account management, payment processing, returns, and exchanges.
- Collaborate effectively with logistics, sales, marketing, and technical teams to ensure comprehensive issue resolution.
- Maintain high levels of customer satisfaction and strive to exceed service level agreements (SLAs).
- Accurately document all customer interactions, issues, and resolutions within CRM systems.
- Identify and escalate complex issues to appropriate departments when necessary.
- Proactively offer solutions and guide customers through various aspects of the e-commerce platform.
- Contribute to the continuous improvement of customer service processes and knowledge base.
Required Skills
- Excellent written communication skills in English, with strong grammar and spelling.
- Proven problem-solving abilities and a knack for critical thinking.
- High level of empathy, patience, and a genuine customer-centric approach.
- Proficiency in using chat support software (e.g., Zendesk Chat, LiveChat, Intercom).
- Ability to multitask effectively and manage time efficiently in a dynamic environment.
- Strong basic computer literacy and familiarity with internet browsers and common applications.
- Exceptional attention to detail and organizational skills.
- Ability to work effectively both independently and as part of a team.
- Strong ability to remain calm and professional under pressure.
Preferred Qualifications
- Previous experience (6+ months) in online chat support, customer service, or e-commerce.
- Familiarity with CRM systems (e.g., Salesforce, Zoho CRM) and order management platforms.
- A Bachelor's degree or Higher National Diploma (HND) in any related field.
- Experience with online sales, digital marketing platforms, or web analytics tools.
- Ability to type quickly and accurately (minimum 40 WPM).
Perks & Benefits
- Competitive monthly salary with performance-based bonuses.
- Comprehensive health and wellness programs.
- Opportunities for continuous professional development and training.
- A friendly, supportive, and collaborative work environment.
- Paid time off, including public holidays.
- Clear pathways for career growth and advancement within the e-commerce sector.
- Access to modern office facilities within a vibrant complex.
How to Apply
Interested candidates are invited 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 this role. Please ensure all required fields are completed accurately.
