About Company
Career.zycto stands as a dynamic force in connecting talent with opportunity across diverse sectors. We champion a supportive, results-driven culture, empowering our team members to excel while serving our valued clients. For a remote customer experience agent, this means joining a forward-thinking environment that prioritizes digital fluency and exceptional service delivery. We believe in nurturing growth, offering robust support systems to ensure your success from anywhere. If you thrive on impactful interactions and collaborative remote work, Career.zycto offers the perfect platform to develop your career and make a real difference daily.
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Job Description
This role as a Customer Experience Agent – Remote CSR (Chat & Calls) at Career.zycto is a unique opportunity to be the frontline voice and touchpoint for our clients’ customers. We are seeking empathetic, articulate, and tech-savvy individuals who are passionate about delivering outstanding service from the comfort of their home office. In this crucial remote position, you will manage a diverse range of customer inquiries, providing support through both real-time chat and inbound/outbound calls. Your daily mission will involve resolving issues, providing product information, guiding customers through processes, and ensuring every interaction leaves a positive and lasting impression. This isn’t just about answering questions; it’s about building relationships, understanding customer needs, and proactively finding solutions. You will be instrumental in enhancing customer satisfaction, contributing directly to our clients’ brand reputation and loyalty. We are looking for self-starters who can manage their time effectively, maintain professionalism in a remote setting, and thrive in a fast-paced environment. If you possess a keen eye for detail, excellent communication skills, and a genuine desire to help others, then you are the ideal candidate to join our growing remote team. This role requires commitment to continuous learning and adapting to new systems and processes, ensuring you remain at the forefront of customer service excellence. You’ll be provided with comprehensive training and ongoing support to master the tools and techniques necessary to succeed in a virtual customer service environment, ensuring you feel connected and valued even when working remotely.
Key Responsibilities
- Provide exceptional customer support via live chat and phone calls, addressing inquiries, resolving issues, and providing accurate information efficiently and courteously.
- Document all customer interactions and resolutions accurately in the CRM system, ensuring comprehensive records for follow-up and analysis.
- Identify and escalate complex customer issues to the appropriate internal teams, ensuring timely resolution and customer satisfaction.
- Collaborate with team members and supervisors to continuously improve customer service processes and achieve performance targets.
- Maintain a high level of product and service knowledge to effectively assist customers with diverse needs.
- Adhere to company policies, procedures, and service level agreements (SLAs) at all times, upholding professional standards.
- Actively listen to customer feedback and contribute to problem-solving initiatives to enhance the overall customer experience.
- Handle confidential information with discretion and integrity.
Required Skills
- Proven experience in a customer service role (chat and/or calls).
- Exceptional verbal and written communication skills in English, with a clear and professional tone.
- Strong active listening skills and empathy to understand customer needs.
- Proficiency in using CRM software and other customer support tools.
- Ability to multitask, prioritize, and manage time effectively in a fast-paced environment.
- Excellent problem-solving and critical-thinking abilities.
- Reliable high-speed internet connection and a quiet, dedicated home workspace.
- Tech-savvy with the ability to quickly learn new software and systems.
- High school diploma or equivalent.
Preferred Qualifications
- A Bachelor's degree in any field.
- Previous experience working remotely in a customer service capacity.
- Familiarity with specific industry products or services (e.g., e-commerce, telecommunications).
- Experience with Zendesk, Freshdesk, Intercom, or similar customer support platforms.
- Ability to communicate in additional Nigerian languages (e.g., Yoruba, Igbo, Hausa).
Perks & Benefits
- Competitive monthly salary.
- Opportunity to work from the comfort of your home.
- Comprehensive paid training and ongoing professional development.
- Performance-based incentives and bonuses.
- A supportive and collaborative remote team environment.
- Access to modern customer service tools and technology.
- Flexible work scheduling options (where applicable).
- Career growth opportunities within a dynamic organization.
- Health and wellness support programs.
How to Apply
To apply for this exciting remote opportunity, please click on the application link below. Ensure your resume highlights your customer service experience and technical proficiency. We look forward to reviewing your application!
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