About Company
Imagine making a tangible impact on customer happiness every day. Career.zycto is a dynamic force in connecting exceptional talent with leading e-commerce innovators, empowering businesses to thrive through seamless customer interactions. For our online chat support team, this means being the direct link to customer satisfaction, resolving queries with empathy, and driving positive experiences. Join us and contribute to a vibrant culture where your voice is heard, your growth is supported, and your dedication to service excellence is truly valued. Be part of a team that shapes the future of customer engagement.
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Job Description
This role is crucial for maintaining excellent customer satisfaction within a fast-paced e-commerce environment. The Online Chat Support Specialist will be the first point of contact for customers, providing real-time assistance through chat channels. This position demands a keen eye for detail, exceptional problem-solving abilities, and a friendly, professional demeanor. You will be responsible for addressing a wide range of customer inquiries, including product information, order status updates, troubleshooting technical issues, processing returns/exchanges, and resolving complaints efficiently and effectively. Our ideal candidate is passionate about delivering outstanding service and capable of handling multiple chat conversations simultaneously while maintaining high quality and accuracy standards.
Joining our team means becoming an integral part of our mission to deliver seamless and delightful shopping experiences. You will interact with customers across various touchpoints, representing the brand with integrity and enthusiasm. Your ability to de-escalate situations, empathize with customer needs, and provide clear, concise solutions will be paramount. We are looking for someone who can not only answer questions but anticipate needs, offer proactive solutions, and identify opportunities to enhance the customer journey. This role offers an exciting opportunity to contribute directly to our success by fostering strong customer relationships and upholding our commitment to service excellence.
Beyond daily customer interactions, you will also play a vital role in identifying recurring issues and providing feedback to relevant internal teams to improve products, services, and support processes. This includes documenting customer interactions, tracking common questions, and suggesting improvements to our knowledge base and FAQs. You’ll work closely with sales, logistics, and technical teams to ensure a unified approach to customer care. Continuous learning and adaptation to new product features and service updates will be a constant aspect of your role, ensuring you remain a knowledgeable and reliable resource for our customers. If you are a proactive communicator with a passion for helping others thrive in an online retail setting, we encourage you to apply.
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Key Responsibilities
- Provide real-time online chat support to customers regarding product inquiries, order status, technical issues, and general assistance.
- Resolve customer complaints and issues with empathy and efficiency, escalating complex cases to appropriate departments when necessary.
- Maintain accurate and detailed records of customer interactions and transactions using our CRM system.
- Guide customers through troubleshooting steps for common website or app-related problems.
- Process returns, exchanges, and cancellations in accordance with company policies.
- Identify and report trends in customer issues or feedback to help improve products, services, and support processes.
- Collaborate with internal teams (sales, logistics, tech) to ensure a seamless customer experience.
- Stay up-to-date with product knowledge, service updates, and e-commerce best practices.
- Meet or exceed established key performance indicators (KPIs) for chat response time, resolution rate, and customer satisfaction.
Required Skills
- Proven experience in a customer service role, preferably in online chat support.
- Excellent written communication skills with impeccable grammar and spelling.
- Strong typing speed and accuracy.
- Proficiency in using CRM software and live chat platforms.
- Ability to multitask and manage multiple chat conversations simultaneously.
- Exceptional problem-solving and critical-thinking abilities.
- High level of empathy and patience when dealing with customers.
- Strong organizational skills and attention to detail.
- Familiarity with e-commerce operations and online shopping processes.
Preferred Qualifications
- Previous experience in a remote work environment.
- B.Sc/HND in any related field.
- Experience with specific e-commerce platforms (e.g., Shopify, Magento).
- Ability to speak multiple local Nigerian languages.
- A portfolio demonstrating successful customer issue resolution.
Perks & Benefits
- Competitive monthly salary.
- Opportunity for remote work flexibility.
- Comprehensive training and professional development.
- Performance-based incentives and bonuses.
- Supportive and collaborative team environment.
- Access to cutting-edge customer service technologies.
- Health and wellness programs.
- Opportunities for career advancement within the company.
How to Apply
Interested and qualified candidates are encouraged to apply by clicking the link below. Please ensure your resume highlights your experience in online chat support and customer service. We look forward to reviewing your application!
