About Company
Looking for a dynamic environment where your communication skills truly shine? Career.zycto is a rapidly expanding organization dedicated to fostering exceptional customer experiences within the bustling e-commerce sector. We believe in empowering our team members with the tools and support needed to excel, creating a positive impact on every customer interaction. Join us in shaping the future of online retail support, where your commitment to service and problem-solving is highly valued and directly contributes to our collective success and growth. Your journey towards a rewarding career starts here.
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Job Description
Career.zycto is seeking a dedicated and proactive Online Chat Support Specialist to join our growing team in Oworonshoki, Lagos. In this vital role, you will be the first point of contact for our e-commerce platform users, providing real-time assistance and ensuring a seamless customer journey. Your primary responsibility will be to engage with customers through live chat, addressing their inquiries, resolving issues, and guiding them through our platform’s features and services. This position demands excellent communication skills, a problem-solving mindset, and a genuine passion for helping others. You will handle a diverse range of topics, from order status updates and product information to technical support and account management queries. We are looking for an individual who is not only adept at typing and navigating digital tools but also possesses empathy and patience to understand customer needs deeply. This is an exciting opportunity to contribute to a fast-paced e-commerce environment, making a tangible difference in customer satisfaction and loyalty. If you thrive in a supportive team atmosphere and are eager to grow your career in customer service within the vibrant e-commerce industry, we encourage you to apply. We are committed to providing comprehensive training and development opportunities to ensure your success.
Key Responsibilities
- Provide timely, accurate, and professional assistance to customers via live chat, addressing inquiries related to products, orders, payments, shipping, and technical issues.
- Proactively identify and resolve customer complaints and concerns, escalating complex issues to the appropriate internal teams when necessary.
- Maintain a comprehensive understanding of our e-commerce platform's products, services, policies, and frequently asked questions.
- Document customer interactions and resolutions accurately in the CRM system.
- Collaborate with internal departments (e.g., Sales, Marketing, Logistics) to ensure a cohesive customer experience.
- Identify trends in customer feedback and suggest improvements to enhance service quality and efficiency.
- Adhere to established service level agreements (SLAs) and performance metrics.
- Participate in ongoing training sessions to stay updated on product changes and customer service best practices.
- Contribute to a positive team environment by sharing knowledge and best practices.
Required Skills
- Excellent written communication skills in English, with a strong grasp of grammar and spelling.
- Proficiency in using live chat software and CRM systems.
- Ability to type accurately and efficiently at a conversational pace.
- Strong problem-solving and critical thinking abilities.
- High level of empathy and patience when dealing with customer inquiries.
- Ability to multitask and manage multiple chat conversations simultaneously.
- Basic computer literacy and comfort with navigating web-based applications.
- Minimum of 1 year experience in a customer service or support role, preferably online.
Preferred Qualifications
- Previous experience in an e-commerce or retail customer support role.
- Familiarity with various e-commerce platforms and online shopping processes.
- Knowledge of multiple local languages (e.g., Yoruba, Igbo, Hausa).
- Certification in customer service or a related field.
Perks & Benefits
- Competitive monthly salary.
- Comprehensive health insurance package.
- Opportunities for professional development and career growth.
- Paid time off and public holidays.
- Supportive and collaborative work environment.
- Employee discount on platform products (where applicable).
- Regular team-building activities.
How to Apply
Eager to make a difference in the e-commerce world? We invite you to apply by clicking on the link below. Please ensure your resume highlights your customer service experience and written communication skills. We look forward to reviewing your application!
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