About Company
Passionate about creating exceptional customer journeys? Career.zycto is a dynamic, forward-thinking organization dedicated to optimizing client interactions across various industries. We empower our remote teams with cutting-edge tools and a supportive culture, ensuring they can deliver outstanding service from anywhere. Join a company that values empathy, efficiency, and continuous growth, providing a platform where your customer service expertise truly makes a difference. We believe in fostering an environment where every interaction counts and every team member thrives.
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Job Description
Are you an empathetic communicator with a passion for helping people navigate challenges and find solutions? Career.zycto is actively seeking a dedicated Customer Experience Agent to become a cornerstone of our dynamic and expanding remote team, based in Magodo, Lagos. This pivotal role involves delivering outstanding, resolution-oriented support to our diverse client base, primarily through engaging chat conversations and direct phone calls. As a Remote Customer Service Representative, you will serve as the crucial first point of contact for a variety of inquiries, ranging from general product information and service assistance to basic technical support and troubleshooting. You’ll be a true brand ambassador, embodying our values of service excellence and customer satisfaction with every interaction.
We deeply understand the unique requirements and importance of a supportive work environment, especially for our valued remote professionals. At Career.zycto, you’ll be fully equipped with all the necessary cutting-edge tools, comprehensive training, and ongoing support to not only meet but exceed expectations from the comfort and convenience of your home office. Your daily routine will be dynamic, encompassing active listening to truly grasp customer concerns, thorough investigation of issues, meticulous documentation of interactions, and proactively offering creative, effective solutions. These solutions will aim not only to resolve immediate problems but also to significantly enhance the overall customer experience and foster long-term loyalty. We thrive in a fast-paced yet collaborative environment where your ability to multitask efficiently, manage your time effectively, and maintain a calm, professional, and positive demeanor, even under pressure, will be fundamental to your success.
This role offers more than just employment; it’s a significant opportunity to grow your career within a company that genuinely values its employees, champions continuous learning, and invests thoughtfully in professional development pathways. You will directly contribute to measurable customer satisfaction and loyalty metrics, playing an indispensable part in our collective success story. We are specifically looking for individuals who are not only skilled in clear, concise communication but also possess a genuine enthusiasm for connecting with people, understanding their unique needs, and consistently going the extra mile to provide truly exceptional service. If you’re prepared to make a tangible and positive impact on customer journeys while enjoying the unparalleled flexibility and balance offered by a remote work model, we wholeheartedly encourage you to apply and join our innovative team.
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Key Responsibilities
- Respond to customer inquiries via chat, email, and phone in a timely and professional manner.
- Provide accurate information, solutions, and support for product/service-related issues.
- Troubleshoot basic technical problems and guide customers through resolution steps.
- Document all customer interactions and resolutions accurately in the CRM system.
- Identify and escalate complex issues to appropriate internal teams when necessary.
- Maintain a high level of customer satisfaction and strive for first-contact resolution.
- Adhere to company policies, procedures, and service level agreements (SLAs).
- Proactively identify opportunities to improve customer experience and suggest solutions.
- Participate in ongoing training and coaching sessions to enhance skills and knowledge.
Required Skills
- Excellent verbal and written communication skills in English.
- Proven customer service experience, preferably in a remote or call center environment.
- Strong active listening and problem-solving abilities.
- Proficiency in using CRM software and other customer support tools.
- Ability to multitask, prioritize, and manage time effectively.
- Empathy and a customer-centric mindset.
- Reliable high-speed internet connection and a quiet home office environment.
- Proficiency with Google Suite or Microsoft Office.
Preferred Qualifications
- Previous experience in a chat-based customer support role.
- Familiarity with telecommunications or e-commerce industries.
- Bilingual proficiency (e.g., English and Yoruba/Igbo/Hausa) is a plus.
- Associate's or Bachelor's degree in a relevant field.
- Experience with Zendesk, Freshdesk, or similar customer support platforms.
Perks & Benefits
- Competitive monthly salary.
- Performance-based bonuses.
- Comprehensive training and ongoing professional development.
- Opportunity to work remotely from the comfort of your home.
- Supportive team environment and mentorship programs.
- Paid time off and public holidays.
- Health and wellness initiatives.
- Career growth opportunities within a fast-growing company.
How to Apply
Ready to make a difference? We encourage all qualified candidates to apply by clicking on the application link below. Please ensure your resume highlights your customer service experience and remote work capabilities. We look forward to reviewing your application!
