About Company
Ready to redefine what exceptional remote customer service looks like? Career.zycto is at the forefront of connecting talented professionals with forward-thinking opportunities, specializing in creating dynamic remote work environments. We empower our team members to excel from anywhere, fostering a culture of support, continuous learning, and significant impact. For a Customer Experience Agent, this means joining a vibrant community where your voice is heard, your skills are sharpened, and your career trajectory is truly in your hands. We believe in providing the tools and flexibility needed for you to thrive and grow professionally.
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Job Description
Career.zycto is seeking a highly motivated and empathetic Remote Customer Experience Agent to join our growing team. This is a crucial role where you will be the primary point of contact for our clients’ customers, providing outstanding support through both chat and inbound calls. Your mission will be to resolve inquiries, troubleshoot issues, and provide accurate information, ensuring every customer interaction is positive and productive. This remote position offers the flexibility to work from your home office in Shomolu, Lagos, while still being an integral part of a collaborative and supportive virtual team. If you are passionate about customer satisfaction, possess excellent communication skills, and thrive in a fast-paced environment, we want to hear from you. You’ll be instrumental in shaping the customer journey, turning potential frustrations into delightful experiences, and building lasting relationships through every interaction. We are looking for someone who can adapt quickly, learn new systems with ease, and maintain a professional and friendly demeanor under pressure, all from the comfort and convenience of a remote setup.
Key Responsibilities
- Handle inbound customer calls and live chat inquiries promptly and professionally, providing accurate and complete information.
- Actively listen to customers to understand their needs, diagnose issues, and offer effective solutions.
- Troubleshoot common technical and non-technical problems, guiding customers through resolution steps.
- Maintain thorough and accurate records of all customer interactions and resolutions in our CRM system.
- Educate customers on product features, services, and best practices to enhance their overall experience.
- Collaborate with internal teams to escalate complex issues and ensure timely resolution.
- Contribute to continuous improvement by providing feedback on common customer concerns and potential solutions.
- Adhere strictly to company policies, procedures, and service level agreements (SLAs).
Required Skills
- Exceptional verbal and written communication skills in English.
- Strong active listening and problem-solving abilities.
- High level of empathy and a customer-centric mindset.
- Proficiency in using computers and navigating various software applications simultaneously.
- Ability to work independently and manage time effectively in a remote environment.
- Reliable high-speed internet connection and a quiet workspace.
- Excellent organizational skills and attention to detail.
Preferred Qualifications
- Minimum of 6 months experience in a customer service, call center, or chat support role.
- Familiarity with CRM software (e.g., Zendesk, Salesforce) and ticketing systems.
- Experience working in a remote or virtual team setting.
- Relevant professional certifications in customer service or communications.
Perks & Benefits
- Competitive salary with performance incentives.
- Full-time remote work flexibility.
- Opportunity for professional growth and development.
- Supportive and collaborative virtual team environment.
- Access to ongoing training and upskilling resources.
- Contribution to a dynamic and expanding company.
How to Apply
If you are ready to embark on a fulfilling remote career as a Customer Experience Agent and meet the requirements above, we encourage you to apply. Please click on the application link below to submit your resume and a brief cover letter outlining your relevant experience and 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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