About Company
Are you passionate about turning customer queries into delightful experiences? Career.zycto is a dynamic force in empowering businesses through exceptional talent acquisition and management. For an online chat support specialist, this means joining a team dedicated to fostering clear communication and innovative problem-solving within fast-paced e-commerce environments. We pride ourselves on creating a supportive workplace where your ability to connect with users and resolve issues efficiently is not just valued, but actively developed. Come grow with us, contributing to a seamless online shopping journey for countless customers.
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Job Description
Career.zycto is seeking a dedicated and enthusiastic Online Chat Support Specialist to join our vibrant team in Ajao Estate, Oshodi-Isolo. In this crucial role, you will be the frontline support for customers interacting with an e-commerce platform, ensuring a seamless and positive shopping experience. This is more than just answering questions; it’s about building trust, resolving issues efficiently, and leaving a lasting positive impression. You will be responsible for handling a high volume of chat inquiries, providing real-time assistance, and guiding users through various aspects of their online journey, from product inquiries and order tracking to troubleshooting common technical issues and processing returns.
We are looking for someone with exceptional communication skills, a proactive approach to problem-solving, and a genuine desire to help. You will need to be comfortable navigating multiple systems simultaneously, demonstrating empathy, and maintaining a professional and friendly demeanor even under pressure. This role offers an exciting opportunity to be a vital part of a growing e-commerce ecosystem, where your contributions directly impact customer satisfaction and loyalty. If you thrive in a fast-paced environment, possess a keen eye for detail, and are committed to delivering outstanding customer service, we encourage you to apply and become a part of our success story.
Key Responsibilities
- Provide real-time online chat support to customers regarding product information, order status, shipping, returns, and general inquiries.
- Efficiently resolve customer issues and complaints, escalating complex problems to relevant departments when necessary.
- Maintain a high level of customer satisfaction by providing accurate, helpful, and friendly assistance.
- Navigate and utilize multiple internal systems and tools to access customer information and provide comprehensive solutions.
- Identify and document common customer inquiries and technical issues to contribute to the knowledge base and improve service delivery.
- Collaborate with internal teams (e.g., sales, logistics, technical support) to ensure a holistic approach to customer problem-solving.
- Adhere to company policies, procedures, and service level agreements (SLAs) for response times and resolution quality.
- Proactively identify opportunities to improve the customer experience and suggest enhancements to processes or tools.
Required Skills
- Minimum of 1 year of experience in customer service or chat support, preferably within an e-commerce environment.
- Excellent written communication skills with strong grammar, spelling, and punctuation.
- Proficiency in using online chat platforms and customer relationship management (CRM) software.
- Ability to multitask, prioritize, and manage time effectively in a fast-paced setting.
- Strong problem-solving abilities and a keen eye for detail.
- Demonstrated empathy and a customer-centric approach.
- High school diploma or equivalent.
Preferred Qualifications
- Bachelor's degree in a relevant field (e.g., Communications, Business Administration).
- Experience with specific e-commerce platforms or payment gateways.
- Familiarity with digital marketing concepts and online sales funnels.
- Ability to work flexible shifts, including weekends and holidays, as needed.
Perks & Benefits
- Competitive salary and performance bonuses.
- Comprehensive health insurance package.
- Paid time off and holidays.
- Opportunities for professional development and career advancement.
- A supportive and collaborative work environment.
- Regular team-building activities and social events.
- Access to modern tools and technology for efficient work.
How to Apply
Interested candidates are encouraged to click on the application link below to submit their resume and a cover letter detailing their relevant experience and why they are a great fit for this role. We look forward to reviewing your application!
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