About Company
At Career.zycto, we believe exceptional customer experiences are built on genuine connections. We’re a dynamic, forward-thinking organization dedicated to innovation and empowering our team members. Here, your voice truly matters, and your contributions directly impact our success and the satisfaction of our global clientele. We foster a supportive, remote-first environment where flexibility isn’t just a perk—it’s foundational to how we operate. If you thrive on building relationships, solving challenges creatively, and managing your own schedule, Career.zycto offers the ideal platform for your professional growth and a balanced life. Join us in shaping the future of customer engagement.
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Job Description
Are you a highly empathetic and solution-oriented individual with a passion for delivering exceptional service through digital channels? Career.zycto is actively seeking a dedicated Online Customer Relations Specialist to join our thriving remote team. This is a unique opportunity to shape customer experiences from the comfort of your home, managing your schedule to achieve an optimal work-life balance while contributing significantly to our customer satisfaction metrics.
In this pivotal role, you will be the primary point of contact for our valued customers, engaging with them across various online platforms including email, live chat, and social media. Your ability to understand customer needs, provide clear and concise solutions, and de-escalate complex situations with grace and professionalism will be paramount. We are looking for someone who isn’t just reactive but proactive, identifying patterns in customer feedback and collaborating with internal teams to improve our products and services.
This position demands excellent written communication skills, a keen eye for detail, and a proactive approach to problem-solving. While we operate with a flexible schedule, reliability and accountability are non-negotiable. You’ll be empowered to manage your workload, ensuring timely responses and high-quality interactions that leave a lasting positive impression. If you’re self-motivated, tech-savvy, and committed to fostering strong customer relationships in a dynamic online environment, we encourage you to apply. Join Career.zycto and become an integral part of a team that values innovation, flexibility, and outstanding customer care.
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Key Responsibilities
- Respond promptly and professionally to customer inquiries via email, live chat, and social media platforms.
- Provide accurate information, troubleshoot issues, and resolve complaints efficiently and effectively.
- Maintain a comprehensive understanding of our products, services, and policies to offer informed support.
- Document customer interactions and feedback accurately in our CRM system.
- Collaborate with internal teams (e.g., product, marketing, technical support) to address complex customer issues and improve processes.
- Identify and escalate priority issues to relevant departments when necessary.
- Proactively identify opportunities to improve customer satisfaction and retention.
- Adhere to company guidelines and service level agreements (SLAs) for response times and quality.
- Contribute to the development of FAQs and knowledge base articles to empower self-service options.
- Manage and prioritize workload independently to meet flexible scheduling requirements.
Required Skills
- Minimum 1-2 years of experience in an online customer service or customer relations role.
- Exceptional written communication and interpersonal skills.
- Proficiency with CRM software and online communication tools (e.g., Zendesk, Intercom, Freshdesk).
- Strong problem-solving abilities and a solution-oriented mindset.
- Ability to work independently and manage time effectively in a remote setting.
- High level of empathy and emotional intelligence.
- Familiarity with social media platforms for customer engagement.
- A quiet, dedicated home office space with reliable high-speed internet.
Preferred Qualifications
- Post-secondary education in business, communications, or a related field.
- Experience with e-commerce platforms or SaaS products.
- Bilingualism (English and French is a strong asset in Canada).
- Certification in customer service or client relations.
Perks & Benefits
- Competitive salary and performance bonuses.
- Flexible work schedule to promote work-life balance.
- Comprehensive health and dental benefits package.
- Generous paid time off and holidays.
- Opportunities for professional development and continuous learning.
- A supportive and collaborative remote team environment.
- Technology stipend for home office setup.
How to Apply
If you are passionate about customer satisfaction and thrive in a flexible, remote environment, we invite you to apply! Please click on the application link below to submit your resume and a cover letter detailing your relevant experience and why you believe you’re a great fit for Career.zycto.
