About Company
We empower individuals to connect with opportunities that redefine their careers. At Career.zycto, we believe in fostering an environment where talent thrives and aspirations are transformed into achievements. For an Online Chat Support specialist, this means a dynamic setting to hone communication skills, contribute directly to customer satisfaction, and play a vital role in the success of our e-commerce clients. Join us to be part of a team dedicated to excellence and making a tangible difference in the digital retail landscape.
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Job Description
Are you a natural communicator with a passion for helping others and a keen interest in the fast-paced world of e-commerce? Career.zycto is seeking a dedicated and enthusiastic Online Chat Support Specialist to join our vibrant team in Ikorodu, Lagos. In this pivotal role, you will be the first point of contact for customers utilizing various e-commerce platforms, providing real-time assistance and ensuring a seamless, positive shopping experience. This is an exciting opportunity to contribute to a growing team, where your problem-solving skills and customer-centric approach will be highly valued.
As an Online Chat Support Specialist, you will be responsible for resolving customer inquiries, guiding them through product features, troubleshooting common issues, and assisting with order placement and tracking – all through efficient and friendly online chat interactions. We’re looking for someone who can maintain a professional and empathetic tone, even when handling complex or sensitive situations. You will play a crucial role in building customer loyalty and enhancing brand reputation for our diverse portfolio of e-commerce clients. This position demands a high level of attention to detail, the ability to multitask effectively, and a genuine desire to go above and beyond for every customer. If you thrive in a collaborative environment and are eager to make a significant impact on customer satisfaction within the digital retail space, we encourage you to apply.
Key Responsibilities
- Provide prompt, accurate, and professional support to customers via live chat, addressing a wide range of inquiries related to products, orders, payments, and website navigation.
- Troubleshoot and resolve customer issues efficiently, escalating complex problems to relevant departments when necessary.
- Guide customers through the e-commerce platform, assisting with product selection, order placement, and account management.
- Maintain a comprehensive understanding of various e-commerce products, services, and policies to provide informed assistance.
- Document all customer interactions and resolutions accurately in the CRM system.
- Identify and escalate recurring customer issues or trends to management for continuous improvement.
- Collaborate with internal teams (e.g., sales, technical support, logistics) to ensure a holistic approach to customer satisfaction.
- Contribute to the creation and maintenance of FAQ documents and knowledge base articles.
- Adhere to established service level agreements (SLAs) and quality standards for chat support interactions.
Required Skills
- Excellent written communication skills in English, with strong grammar, spelling, and punctuation.
- Proven ability to type quickly and accurately, maintaining conversational flow.
- Minimum of 1 year experience in a customer service or chat support role, preferably within an e-commerce environment.
- Proficiency in using CRM software and online chat platforms.
- Strong problem-solving abilities and a calm, patient demeanor.
- Ability to multitask effectively in a fast-paced environment.
- Customer-focused mindset with a genuine desire to help others.
- Basic computer literacy and comfort with navigating web-based applications.
Preferred Qualifications
- Associate's or Bachelor's degree in any field.
- Experience with specific e-commerce platforms (e.g., Shopify, WooCommerce).
- Familiarity with digital marketing concepts and online retail trends.
- Ability to speak multiple local Nigerian languages is a plus.
Perks & Benefits
- Competitive salary and performance-based incentives.
- Comprehensive health insurance package.
- Opportunity for professional growth and career advancement within a dynamic company.
- Access to ongoing training and development programs.
- A supportive and collaborative work environment.
- Paid time off and public holidays.
How to Apply
Interested and qualified candidates are encouraged to submit their CV and a cover letter detailing their relevant experience and why they are a great fit for this role. Please click on the application link below to apply.
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