About Company
Imagine a place where your communication skills directly impact customer happiness and business growth. At Career.zycto, we empower our team members to be the front line of our success, connecting with customers across our diverse e-commerce ventures. We believe in fostering a vibrant, supportive environment where every chat support specialist can thrive, learn, and grow their career. Join us and contribute your unique voice to a company that values innovation, customer satisfaction, and continuous improvement in the bustling heart of Magodo.
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Job Description
Career.zycto is seeking a dedicated and enthusiastic Online Chat Support Specialist to join our dynamic team in Magodo, Ikeja. In this crucial role, you will be the digital face of our e-commerce platform, providing real-time assistance and ensuring an exceptional customer experience for our diverse client base. You will engage directly with customers through live chat, addressing inquiries, resolving issues, and guiding them through our product offerings and services. This isn’t just about answering questions; it’s about building rapport, understanding customer needs, and proactively finding solutions that enhance their shopping journey.
Our ideal candidate is a proactive problem-solver with excellent written communication skills and a genuine passion for helping others. You will handle a wide array of customer interactions, from product information requests and order tracking to troubleshooting technical glitches and processing returns or exchanges. The ability to multitask effectively, manage multiple chat conversations simultaneously, and maintain a high level of accuracy and professionalism under pressure is essential. You’ll work closely with our sales, logistics, and technical teams to escalate complex issues and ensure seamless resolutions. This is an exciting opportunity to contribute significantly to our customer satisfaction metrics and play a pivotal role in the ongoing success and growth of our e-commerce operations.
Key Responsibilities
- Provide real-time online chat support to customers regarding products, orders, and services on our e-commerce platform.
- Respond promptly and professionally to customer inquiries, resolving issues efficiently and effectively.
- Guide customers through website navigation, product selection, and the purchasing process.
- Assist with order tracking, managing returns, exchanges, and processing refunds as per company policy.
- Troubleshoot common technical issues and escalate complex problems to relevant departments.
- Maintain accurate records of customer interactions and transactions in our CRM system.
- Identify and communicate customer feedback and trends to improve products and services.
- Stay up-to-date with product knowledge, promotions, and company policies to provide accurate information.
- Collaborate with internal teams (sales, logistics, tech) to ensure a seamless customer experience.
- Contribute to maintaining a positive and helpful brand image through all customer interactions.
Required Skills
- Excellent written communication and interpersonal skills
- Strong problem-solving abilities and attention to detail
- Ability to multitask and manage multiple chat conversations simultaneously
- Proficiency in using CRM software and online chat platforms
- Customer-centric mindset with a passion for service excellence
- Ability to work independently and as part of a team
- Familiarity with e-commerce operations and online shopping processes
- Strong typing speed and accuracy
Preferred Qualifications
- Previous experience in online chat support or a call center environment, particularly within e-commerce.
- Basic understanding of SEO and digital marketing concepts.
- Experience with Zendesk, LiveChat, or similar customer service tools.
- A degree or diploma in Communications, Business Administration, or a related field.
Perks & Benefits
- Competitive salary and performance-based incentives.
- Comprehensive health insurance package.
- Opportunities for professional development and career advancement.
- A vibrant and supportive work environment.
- Paid time off and public holidays.
- Employee discounts on e-commerce products.
- Regular team-building activities and social events.
How to Apply
If you are ready to make a significant impact on customer satisfaction and grow your career within a thriving e-commerce environment, we encourage you to apply! Please click on the application link below to submit your resume and a brief cover letter outlining your experience and why you are a great fit for this role. We look forward to hearing from you!
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