About Company
At Career.zycto, we believe that exceptional customer experience is the cornerstone of every successful e-commerce venture. Our innovative platform is rapidly transforming how customers shop online, offering a seamless and engaging journey from browsing to checkout. We are dedicated to building a vibrant, inclusive team where every voice matters, fostering an environment of continuous learning and growth. For an Online Chat Support Specialist, Career.zycto offers an exciting opportunity to directly impact customer satisfaction, work with cutting-edge tools, and contribute to a company that values empathy, efficiency, and professional development in the bustling Festac Town area.
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Job Description
Are you a master of clear communication with a passion for helping others? Do you thrive in a fast-paced digital environment, eager to transform customer inquiries into exceptional experiences? Career.zycto is actively seeking an enthusiastic and dedicated Online Chat Support Specialist to join our growing e-commerce team in Festac Town, Amuwo Odofin. In the dynamic world of online retail, customer satisfaction is paramount, and your role will be at the forefront of delivering unparalleled support, ensuring every customer interaction is positive, productive, and memorable.
As an Online Chat Support Specialist, you will be the friendly voice (or rather, text!) behind our brand, assisting customers with a wide array of questions, from product details and order tracking to troubleshooting and returns. This isn’t just about answering queries; it’s about building trust, providing solutions, and embodying our commitment to an outstanding online shopping journey. You’ll navigate complex situations with grace, educate customers on our offerings, and contribute directly to our reputation for excellence. We believe in empowering our team members, providing you with the tools, training, and autonomy to resolve issues efficiently and effectively, turning potential frustrations into loyal advocacy.
Your day-to-day will involve managing multiple chat conversations simultaneously, requiring excellent multitasking abilities and a sharp eye for detail. You’ll utilize our cutting-edge CRM system to document interactions, track customer history, and identify trends that can help us improve our services and products. Collaboration is key; you’ll work closely with sales, logistics, and technical teams to ensure seamless problem resolution. We are looking for someone who is not only proficient in written English but also possesses a natural ability to empathize with customers, anticipate their needs, and communicate solutions in a clear, concise, and friendly manner. If you’re looking for a role where your communication skills can truly make a difference, where you can grow professionally within a supportive and innovative e-commerce company, then Career.zycto offers the perfect platform. Join us and become a vital link in connecting our customers with the products they love! We’re excited to welcome an individual who is eager to contribute to a vibrant team culture and help shape the future of online shopping experience in Nigeria.
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Key Responsibilities
- Respond promptly and professionally to customer inquiries via live chat and email.
- Provide accurate information about products, services, order status, and company policies.
- Troubleshoot and resolve customer issues, including technical problems, shipping delays, and payment queries.
- Escalate complex issues to the appropriate internal teams when necessary, ensuring follow-up.
- Maintain detailed records of customer interactions and transactions in our CRM system.
- Identify and communicate customer feedback and trends to improve product and service offerings.
- Collaborate with other departments to ensure a seamless customer experience.
- Stay updated on product changes, new features, and e-commerce best practices.
Required Skills
- Excellent written communication skills in English, with impeccable grammar and spelling.
- Strong empathy and active listening skills to understand customer needs.
- Proficiency in using chat software and customer relationship management (CRM) systems.
- Ability to multitask and manage multiple chat conversations simultaneously.
- Problem-solving aptitude with a calm and patient demeanor.
- Fast and accurate typing speed.
- Basic computer literacy and technical troubleshooting skills.
- High level of professionalism and customer service orientation.
Preferred Qualifications
- Previous experience in online chat support or a call center environment.
- Familiarity with e-commerce platforms and online retail operations.
- Experience with Zendesk, Intercom, or similar customer support tools.
- A Bachelor's degree or HND in any discipline.
- Ability to speak multiple Nigerian languages is a plus.
Perks & Benefits
- Competitive salary package.
- Comprehensive health and wellness benefits.
- Opportunities for professional growth and career advancement.
- Continuous training and development programs.
- A supportive and collaborative team environment.
- Employee discounts on e-commerce products.
- Modern and comfortable office space in Festac Town.
How to Apply
Ready to make a significant impact on customer satisfaction? We encourage all qualified candidates to apply. Please click on the application link below to submit your resume and cover letter. We look forward to reviewing your application!
