About Company
Are you passionate about customer satisfaction and thrive in a fast-paced digital environment? Career.zycto is actively seeking empathetic and tech-savvy individuals to join our vibrant team. We’re a dynamic force within the e-commerce landscape, dedicated to delivering seamless digital experiences and exceptional support. Our culture values clear communication, continuous learning, and a supportive team atmosphere. Joining us means contributing directly to our mission of connecting customers with their desired products efficiently, making us an ideal place for an online chat support professional to grow and make a tangible impact.
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Job Description
Career.zycto is on the lookout for a dedicated and customer-focused Online Chat Support Specialist to enhance our growing e-commerce platform. In this pivotal role, you will be the frontline voice of our brand, providing real-time assistance and solutions to our diverse customer base via live chat. We pride ourselves on creating an intuitive and enjoyable shopping experience, and your expertise will be crucial in maintaining our high standards of service.
As an Online Chat Support Specialist, you will manage a high volume of customer inquiries, ranging from product information, order status updates, payment issues, and troubleshooting technical difficulties related to our platform. You will be expected to resolve issues efficiently, empathetically, and accurately, always aiming for first-contact resolution. This role requires an individual who is not only adept at typing and navigating multiple systems but also possesses strong problem-solving skills and a genuine desire to help others.
You will work closely with our sales, logistics, and technical teams to escalate complex issues and ensure a holistic approach to customer care. We are looking for someone who can maintain a positive and professional attitude even under pressure, transforming potential frustrations into positive customer experiences. Your contribution will directly impact customer loyalty and our brand’s reputation.
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Our ideal candidate is someone who is proactive, detail-oriented, and can articulate solutions clearly and concisely in written form. You should be comfortable with technology and eager to learn about new products and platform features. Join Career.zycto and help us shape the future of online shopping! We offer a supportive and collaborative work environment where your ideas are valued, and your professional development is encouraged. You will receive comprehensive training on our platform, products, and customer service protocols, ensuring you are fully equipped to excel in your role. This isn’t just a job; it’s an opportunity to build a career in the rapidly evolving e-commerce sector, gaining invaluable experience in customer relationship management and digital communication. We believe that happy employees lead to happy customers, and we invest in our team members’ well-being and growth. Come be a part of a company that is making a difference in how people shop online, right here in Agbara, Badagry.
Key Responsibilities
- Provide real-time online chat support to customers regarding product inquiries, order tracking, technical issues, and general assistance.
- Resolve customer complaints and questions with professionalism, empathy, and efficiency, aiming for first-contact resolution.
- Accurately document all customer interactions and resolutions in our CRM system.
- Escalate complex or unresolved issues to appropriate internal departments (e.g., technical support, logistics) and follow up to ensure timely resolution.
- Stay up-to-date with product knowledge, platform updates, and company policies to provide accurate information.
- Identify opportunities to improve the customer experience and contribute feedback to internal teams.
- Maintain a high level of customer satisfaction through polite, clear, and helpful communication.
- Assist in creating and updating FAQ resources and knowledge base articles.
Required Skills
- Excellent written communication skills in English, with strong grammar and spelling.
- Proficiency in typing and navigating multiple software applications simultaneously.
- Demonstrated ability to empathize with customers and provide patient, understanding support.
- Strong problem-solving skills and the ability to think critically under pressure.
- Basic computer literacy and comfort with e-commerce platforms.
- Ability to work independently and as part of a team in a fast-paced environment.
- High school diploma or equivalent.
- Minimum of 6 months experience in a customer service or chat support role.
Preferred Qualifications
- Previous experience specifically in online chat support for an e-commerce platform.
- Familiarity with CRM software (e.g., Zendesk, Salesforce Service Cloud).
- Knowledge of local e-commerce trends in Nigeria.
- Associate's degree or higher in a relevant field.
- Bilingual proficiency (e.g., Yoruba, Igbo, Hausa) is a plus.
Perks & Benefits
- Competitive monthly salary.
- Comprehensive health insurance (HMO).
- Paid time off and public holidays.
- Opportunities for professional development and career growth.
- Supportive and collaborative team environment.
- On-site training and continuous learning resources.
- Pension scheme contributions.
- Employee discount on platform products.
How to Apply
To apply for this exciting opportunity, please click on the application link below. Ensure your resume highlights your customer service experience and written communication skills. We look forward to reviewing your application!
