About Company
Are you passionate about making a difference through clear and effective communication? Career.zycto is a dynamic, fast-growing company dedicated to empowering businesses with cutting-edge digital solutions. We believe that exceptional customer support is the bedrock of lasting relationships and sustainable growth. For a Customer Email Support specialist, our environment offers unparalleled opportunities to refine your communication skills, solve diverse challenges, and directly contribute to customer satisfaction. Join a team where your ability to transform complex issues into simple solutions is not just valued, but essential to our shared success and innovation.
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Job Description
Career.zycto is actively seeking a highly motivated and customer-focused individual to join our vibrant team as a Customer Email Support Specialist. In this crucial role, you will be the primary point of contact for our valued customers, providing exceptional support and guidance through written communication. You will play a pivotal part in ensuring our customers have a seamless and positive experience with our products and services, acting as a trusted advisor and problem-solver.
We’re looking for someone who thrives in a fast-paced environment, possesses an innate ability to empathize with customers, and can articulate solutions clearly and concisely. You will manage a high volume of inquiries, ranging from technical troubleshooting and account assistance to product information and general feedback. Your dedication to detail, coupled with your strong written communication skills, will be essential in maintaining our high standards of customer satisfaction and loyalty. This role offers a fantastic opportunity to directly impact customer happiness and contribute to the reputation of a forward-thinking company dedicated to service excellence.
Key Responsibilities
- Respond promptly and professionally to customer inquiries via email, ensuring timely resolution of issues and questions.
- Provide accurate and detailed information regarding products, services, account management, and technical support.
- Diagnose and troubleshoot customer-reported problems, escalating complex issues to appropriate internal teams when necessary.
- Maintain comprehensive and accurate records of all customer interactions and transactions in our CRM system.
- Collaborate with other departments, including sales, technical support, and product development, to ensure a cohesive customer experience.
- Identify and document common customer pain points and provide feedback to improve processes and product offerings.
- Proactively identify opportunities to enhance customer satisfaction and prevent future issues.
- Adhere strictly to company policies, procedures, and service level agreements (SLAs).
- Stay updated on product knowledge, service updates, and industry best practices to continuously improve support quality.
Required Skills
- Exceptional written communication and grammatical skills in English.
- Proven ability to articulate complex information clearly and concisely via email.
- Strong problem-solving and analytical skills with a keen eye for detail.
- Proficiency in using CRM software and other customer support tools.
- Ability to empathize with customers and maintain a positive, professional demeanor.
- Excellent time management and organizational skills, capable of handling multiple priorities.
- Basic technical aptitude for understanding and troubleshooting digital products/services.
- Ability to work independently and as part of a collaborative team.
Preferred Qualifications
- Bachelor's degree in Communications, Business, or a related field.
- 1-2 years of experience in an email-based customer support role, preferably in the tech or digital services industry.
- Familiarity with Zendesk, Freshdesk, or similar helpdesk platforms.
- Experience working with a diverse customer base and managing challenging support scenarios.
- Knowledge of an additional Nigerian language is a plus.
Perks & Benefits
- Competitive salary package.
- Comprehensive health insurance coverage.
- Opportunities for professional development and career growth.
- A supportive and collaborative work environment.
- Paid time off and public holidays.
- Regular team-building activities and social events.
How to Apply
Interested candidates are encouraged to apply by clicking on the application link below. Please ensure your resume highlights relevant experience in customer email support and strong written communication skills. We look forward to reviewing your application!
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