About Company
Career.zycto is a dynamic force in the e-commerce landscape, dedicated to connecting exceptional talent with pioneering opportunities. We believe stellar customer support is the backbone of any successful online platform. As an online chat support professional here, you’ll join a vibrant team committed to excellence, directly impacting customer satisfaction and loyalty. Our environment champions proactive problem-solvers and offers clear pathways for professional development within the bustling digital commerce sector. Come thrive where your communication skills are truly valued.
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Job Description
Are you a natural communicator with a passion for helping others and a keen interest in the fast-paced world of e-commerce? Career.zycto is seeking a dedicated and enthusiastic Online Chat Support Specialist to join our thriving team in Oshodi, Lagos. In this vital role, you will be the frontline voice of our e-commerce platform, providing exceptional real-time support to customers through live chat. Your primary mission will be to ensure a seamless and positive shopping experience for every user, addressing their inquiries, resolving issues, and guiding them through our platform with efficiency and empathy. This is an incredible opportunity to directly impact customer satisfaction, foster brand loyalty, and contribute to the growth of a dynamic online business. We are looking for someone who thrives in a digital environment, possesses strong problem-solving skills, and genuinely enjoys connecting with people to make their day better. If you’re eager to grow your career in customer service within the exciting e-commerce sector, we want to hear from you!
Key Responsibilities
- Engaging proactively with customers via live chat to address inquiries, provide product information, and offer real-time assistance.
- Efficiently resolving customer complaints, technical issues, and order-related problems (e.g., shipping, returns, payments) with a high degree of first-contact resolution.
- Guiding customers through website navigation, product selection, and checkout processes to enhance their shopping experience.
- Accurately documenting all customer interactions and resolutions within our CRM system.
- Collaborating with internal teams (e.g., logistics, tech support) to escalate and resolve complex issues when necessary.
- Identifying opportunities to upsell or cross-sell relevant products/services when appropriate, enhancing customer value.
- Meeting and exceeding established performance metrics for response time, resolution rate, and customer satisfaction.
Required Skills
- Excellent written communication and interpersonal skills in English.
- Proficiency in typing with accuracy and speed.
- Strong problem-solving abilities and a proactive approach to customer challenges.
- Empathy, patience, and a customer-centric mindset.
- Basic computer literacy and familiarity with internet browsers and online tools.
- Ability to work effectively in a fast-paced, target-driven environment.
Preferred Qualifications
- Minimum of OND/HND/B.Sc qualification in any related field.
- At least 6 months of experience in a customer service or chat support role.
- Previous experience within an e-commerce platform or digital retail environment.
- Familiarity with CRM software (e.g., Zendesk, Salesforce Service Cloud) and live chat systems.
Perks & Benefits
- Competitive monthly salary and performance-based incentives.
- Comprehensive health and wellness benefits.
- Ongoing training and professional development opportunities.
- Clear career growth paths within a rapidly expanding e-commerce company.
- A vibrant, inclusive, and supportive work environment.
- Regular team-building activities and social events.
How to Apply
Interested candidates are encouraged to click the application link below to submit their resume and a brief cover letter. Highlight your experience in customer service and why you are passionate about supporting customers on an e-commerce platform. We look forward to reviewing your application!
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