About Company
Imagine a dynamic e-commerce environment where every customer interaction fuels growth. Career.zycto is at the forefront of digital retail innovation in Lekki Phase 2, Lagos, building seamless online shopping experiences. We believe exceptional customer service is the heartbeat of our brand, transforming queries into lasting loyalty. Join our passionate team, where your voice matters, and your ability to connect with customers through chat support directly impacts our success. We’re a rapidly expanding platform, committed to fostering a supportive and engaging workspace for individuals eager to make a tangible difference in the e-commerce landscape.
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Job Description
Career.zycto is actively seeking a highly motivated and customer-centric Online Chat Support Specialist to join our thriving e-commerce platform team in Lekki Phase 2, Lagos. In this pivotal role, you will be the first point of contact for our valued customers, providing exceptional support through live chat, ensuring a smooth and satisfying shopping experience. You’ll play a crucial part in maintaining our reputation for excellent customer service, resolving inquiries efficiently, and fostering lasting customer relationships.
As an Online Chat Support Specialist, you will be immersed in a fast-paced and collaborative environment, working closely with various departments to ensure customer issues are addressed promptly and effectively. Your daily tasks will involve assisting customers with product information, order tracking, payment issues, returns/exchanges, and general website navigation. We are looking for an individual with outstanding communication skills, a proactive problem-solving mindset, and a genuine passion for helping others. You will be expected to handle multiple chat conversations simultaneously while maintaining a high level of accuracy and professionalism. This role offers a fantastic opportunity to grow within a dynamic e-commerce company, learn about digital retail operations, and contribute directly to customer satisfaction and business success. If you thrive in a digital-first customer service setting and are eager to make an impact, we encourage you to apply and become a vital part of the Career.zycto family.
Key Responsibilities
- Provide prompt, courteous, and accurate assistance to customers via live chat on our e-commerce platform.
- Address customer inquiries regarding product details, order status, shipping, payments, returns, and technical issues.
- Resolve customer complaints and issues effectively, escalating complex problems to relevant departments when necessary.
- Maintain a comprehensive knowledge of company products, services, policies, and procedures.
- Document customer interactions and resolutions accurately in our CRM system.
- Identify and escalate critical customer feedback or trends to management for continuous improvement.
- Collaborate with internal teams (e.g., logistics, sales, marketing) to ensure seamless customer experience.
- Contribute to the development and maintenance of FAQs and knowledge base articles.
- Meet and exceed individual and team performance targets for response time, resolution rate, and customer satisfaction.
Required Skills
- Minimum 1 year of experience in customer service, preferably in an online or e-commerce environment.
- Excellent written communication skills with strong grammar, spelling, and punctuation.
- Proficiency in typing and ability to multitask effectively, managing multiple chat conversations simultaneously.
- Strong problem-solving abilities and a proactive approach to issue resolution.
- High level of empathy and a customer-first mindset.
- Ability to learn new systems and processes quickly.
- Familiarity with CRM software and live chat platforms.
Preferred Qualifications
- Bachelor’s degree or HND in any discipline.
- Previous experience specifically with e-commerce platforms or online retail.
- Knowledge of digital marketing or online sales processes.
- Ability to speak multiple Nigerian languages (e.g., Yoruba, Igbo, Hausa) is a plus.
- Experience in a fast-paced, high-volume customer support setting.
Perks & Benefits
- Competitive salary with performance-based incentives.
- Comprehensive health insurance package.
- Opportunities for professional development and career growth.
- Dynamic and supportive work environment.
- Employee discounts on e-commerce products.
- Regular team-building activities and social events.
How to Apply
Ready to bring your chat support expertise to a growing e-commerce brand? Click on the application link below to submit your resume and a brief cover letter explaining why you are the ideal candidate for this role. We look forward to reviewing your application and potentially welcoming you to the Career.zycto team!
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