About Company
Dreaming of a career where your voice matters and your impact is tangible? Career.zycto is rapidly expanding and seeking passionate individuals to join our vibrant remote team. We believe in fostering a supportive, growth-oriented environment where customer experience agents can truly thrive. Our mission is to connect talent with opportunity, and we pride ourselves on building strong, lasting relationships with both our clients and our dedicated workforce. If you’re eager to contribute your empathy and problem-solving skills to a forward-thinking company that values professional development, you’ll find your perfect home here.
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Job Description
Are you a natural communicator with a passion for helping others? Career.zycto is on the lookout for a dedicated and empathetic Customer Experience Agent to join our growing remote team. In this pivotal role, you will be the first point of contact for our customers, providing exceptional support through both chat and phone channels. This isn’t just about answering questions; it’s about building relationships, understanding needs, and resolving challenges with a human touch. You’ll be instrumental in shaping our customers’ perceptions and ensuring their journey is seamless and positive.
Working remotely from the comfort of your home in Opebi, Lagos, you will manage a variety of inquiries, ranging from technical support to service information and general assistance. We equip you with the tools and training you need to succeed, ensuring you feel confident and capable in every interaction. We value proactive problem-solvers who can think on their feet, adapt to different customer personalities, and maintain a calm and professional demeanor under pressure. If you’re detail-oriented, tech-savvy, and committed to delivering excellence, this opportunity offers a fantastic pathway for career growth within a supportive and dynamic organization. Join us and become a crucial part of a team dedicated to redefining customer satisfaction.
Key Responsibilities
- Handle a high volume of inbound customer inquiries via chat and phone, providing accurate, timely, and empathetic support.
- Actively listen to customers, diagnose issues, and provide effective solutions or escalate to appropriate teams when necessary.
- Maintain a comprehensive understanding of company products, services, and policies to offer informed assistance.
- Document all customer interactions accurately and thoroughly using our CRM system.
- Strive to achieve first-contact resolution whenever possible, ensuring customer satisfaction.
- Identify and escalate complex issues to senior agents or supervisors, providing all relevant details.
- Collaborate with internal teams to improve overall customer experience and service delivery.
- Adhere to company service level agreements (SLAs) and quality assurance standards.
- Continuously learn and adapt to new information, product updates, and customer service best practices.
Required Skills
- Excellent verbal and written communication skills in English.
- Proven ability to listen actively and empathize with customer needs.
- Strong problem-solving and critical thinking abilities.
- Proficiency in basic computer skills and navigating multiple software applications simultaneously.
- Ability to work independently in a remote setting with minimal supervision.
- A reliable high-speed internet connection and a quiet, dedicated workspace.
- Exceptional patience and a calm, professional demeanor.
- Time management and organizational skills to manage workload effectively.
Preferred Qualifications
- Minimum of 1 year of experience in a customer service or call center environment.
- Previous experience working remotely.
- Familiarity with CRM software (e.g., Zendesk, Salesforce) and helpdesk ticketing systems.
- Ability to adapt quickly to changing priorities and customer demands.
- Experience handling both chat and phone support channels.
Perks & Benefits
- Competitive monthly salary.
- Fully remote work model, offering flexibility and work-life balance.
- Comprehensive training and onboarding program.
- Opportunities for professional development and career advancement.
- Supportive team environment with regular check-ins and feedback.
- Performance-based bonuses and incentives.
- Access to a range of employee wellness resources.
How to Apply
Ready to make a real impact on customer satisfaction from the comfort of your home? We encourage you to click on the application link below to submit your resume and cover letter. We look forward to reviewing your application and potentially welcoming you to the Career.zycto team!
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