About Company
Are you passionate about creating exceptional customer experiences in the digital realm? Career.zycto is a dynamic and forward-thinking organization at the forefront of the e-commerce industry, dedicated to innovation and seamless user journeys. We believe in empowering our team members to thrive, providing a supportive environment where your contributions directly impact customer satisfaction. Join us and be part of a vibrant culture that values empathy, efficiency, and continuous learning, ensuring every online interaction is a positive one for our global customer base. Career.zycto is where your career in customer advocacy truly takes off!
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Job Description
Career.zycto is on the lookout for a highly motivated and customer-focused Online Chat Support Specialist to join our thriving e-commerce platform team in Mile 2, Lagos. In this pivotal role, you will be the frontline voice of our brand, providing exceptional real-time assistance to our diverse customer base. Your primary responsibility will be to ensure a seamless and satisfactory experience for every customer interaction through live chat, contributing directly to our reputation for outstanding service. This involves expertly navigating a wide array of customer inquiries, proactively resolving issues, and providing accurate, timely information about our extensive range of products and services.
You will be tasked with assisting customers throughout their entire online shopping journey, from pre-purchase questions about product specifications, availability, and pricing, to comprehensive post-purchase support including detailed order tracking, delivery updates, and efficiently managing returns or exchanges according to company policies. A significant part of your day will involve adeptly troubleshooting common website issues, guiding users through account management processes, and helping with payment processing challenges to ensure smooth transactions. Empathy, patience, and a keen eye for detail will be your most valuable assets as you engage with customers, turning potential frustrations into positive resolutions and fostering long-term customer relationships.
We are seeking an individual who can effortlessly multitask, confidently managing several chat conversations simultaneously while maintaining a high level of accuracy, professionalism, and rapid response times. You should be adept at quickly understanding customer needs, identifying underlying problems, and proposing effective, user-friendly solutions. Strong written communication skills are paramount, as every interaction will reflect our brand’s unwavering commitment to excellence and clarity. Beyond direct support, you will also play a crucial role in gathering valuable customer feedback, identifying recurring trends in common issues, and actively contributing to the continuous improvement of our service delivery and product offerings. This is an exciting opportunity to grow within an innovative and fast-paced e-commerce company, directly impacting customer loyalty and satisfaction, and making a tangible difference in our operations.
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Key Responsibilities
- Respond to customer inquiries and complaints via live chat in a timely and professional manner.
- Provide accurate information about products, services, and company policies.
- Assist customers with order placement, tracking, modifications, and cancellations.
- Troubleshoot common issues related to website navigation, account access, and payment processing.
- Process returns, exchanges, and refunds in accordance with company guidelines.
- Escalate complex issues to appropriate departments for further resolution.
- Maintain detailed records of customer interactions and transactions in our CRM system.
- Identify and report recurring customer issues or technical problems to improve service and product offerings.
- Contribute to the continuous improvement of chat support processes and knowledge base articles.
- Achieve daily and weekly performance targets, including response time, resolution rate, and customer satisfaction scores.
Required Skills
- Excellent written communication skills in English, with strong grammar and spelling.
- Proficiency in using chat support software and CRM systems.
- Strong typing speed and accuracy (minimum 40 WPM).
- Ability to multitask and manage multiple chat conversations simultaneously without compromising quality.
- Demonstrated empathy and a genuinely customer-centric approach.
- Exceptional problem-solving skills and meticulous attention to detail.
- Familiarity with e-commerce platforms and online shopping processes.
- Basic computer literacy and technical troubleshooting ability for common user issues.
Preferred Qualifications
- Previous experience (6+ months) in online chat support, customer service, or a call center environment, preferably within the e-commerce sector.
- Knowledge of local e-commerce trends and consumer behavior in Nigeria.
- Experience with Zendesk, Intercom, LiveChat, or similar customer support tools.
- A diploma or degree in a relevant field such as Communications, Marketing, or Business Administration.
- Ability to speak additional local languages (e.g., Yoruba, Igbo, Hausa) is a significant advantage.
Perks & Benefits
- Competitive salary package and performance-based bonuses.
- Comprehensive health insurance coverage.
- Generous paid time off and observance of public holidays.
- Extensive professional development and training opportunities to enhance your skills.
- Clear pathways for career advancement within a rapidly growing e-commerce company.
- A vibrant, inclusive, and supportive work environment that values teamwork.
- Modern, comfortable office space with essential amenities in Mile 2, Lagos.
- Exclusive employee discounts on company products/services.
How to Apply
Interested candidates are invited to click the application link below to submit their resume and a brief cover letter outlining their experience and suitability for this dynamic role. We look forward to reviewing your application!
