About Company
Looking to make an impact in the digital commerce world? Career.zycto connects driven individuals with innovative e-commerce platforms shaping Nigeria’s online retail landscape. We believe in fostering environments where problem-solvers and excellent communicators thrive. Join a team where your ability to connect with customers and resolve issues efficiently is not just valued, but essential. We champion continuous learning and provide pathways for professional growth, ensuring our talent is always at the forefront of customer experience excellence. This is your chance to contribute to a dynamic company through exceptional service.
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Job Description
Career.zycto is seeking a dedicated and enthusiastic Online Chat Support Specialist to join our client’s rapidly expanding e-commerce platform in Ketu, Kosofe. In this vital role, you will be the first point of contact for customers, providing real-time assistance and ensuring a seamless shopping experience. Our ideal candidate is passionate about helping others, possesses exceptional written communication skills, and thrives in a fast-paced digital environment.
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 various aspects of the e-commerce platform. From helping customers with product selection and order placement to assisting with delivery tracking and post-purchase concerns, your expertise will be crucial. You will utilize an advanced chat system to manage multiple conversations simultaneously, requiring excellent multitasking abilities and a keen eye for detail. This position offers a unique opportunity to contribute directly to the success of an innovative e-commerce business, ensuring that every customer interaction is positive and productive. We are looking for someone who can not only solve problems but also anticipate customer needs, offering proactive solutions and enhancing the overall user journey. If you’re eager to make a tangible difference in customer experience within the vibrant e-commerce sector, we encourage you to apply.
Key Responsibilities
- Provide prompt, accurate, and friendly support to customers via live chat, addressing inquiries related to products, orders, payments, shipping, and returns.
- Resolve customer complaints and issues efficiently and effectively, escalating complex problems to the appropriate internal teams when necessary.
- Guide customers through the e-commerce platform, assisting with navigation, account management, and troubleshooting technical difficulties.
- Maintain detailed records of customer interactions and resolutions using CRM software.
- Stay updated on product knowledge, company policies, and e-commerce trends to provide informed support.
- Identify opportunities to improve the customer experience and contribute to knowledge base articles or FAQs.
- Collaborate with sales, marketing, and logistics teams to ensure a consistent and positive customer journey.
- Meet and exceed individual and team performance targets for response time, resolution rate, and customer satisfaction.
Required Skills
- Excellent written communication and grammar skills in English.
- Proven ability to type accurately and quickly.
- Strong problem-solving and critical thinking abilities.
- Proficiency in using web browsers and basic computer applications.
- Ability to multitask and manage multiple chat conversations simultaneously.
- Customer-centric mindset with a genuine desire to help people.
- Empathy and patience when dealing with diverse customer queries.
- Familiarity with e-commerce platforms and online shopping processes.
Preferred Qualifications
- Previous experience in a chat support, customer service, or call center role, especially in an e-commerce environment.
- Experience with CRM software (e.g., Zendesk, Freshdesk, Salesforce Service Cloud).
- A diploma or degree in Business Administration, Communication, or a related field.
- Knowledge of digital marketing or online retail trends.
Perks & Benefits
- Competitive monthly salary.
- Comprehensive health insurance package.
- Paid time off and public holidays.
- Ongoing training and professional development opportunities.
- Opportunity for career growth within a rapidly expanding company.
- Collaborative and supportive team environment.
- Access to modern office amenities.
- Employee discount on platform products (where applicable).
How to Apply
Interested and qualified candidates are encouraged to apply by clicking on the application link below. Please ensure your resume is updated and highlights your relevant experience.
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