About Company
Are you ready to be the frontline voice and problem-solver for a thriving e-commerce ecosystem? Career.zycto is rapidly expanding its digital footprint, connecting millions with diverse products and services across Africa. We are an innovative and forward-thinking organization dedicated to creating seamless online experiences. For an online chat support professional, Career.zycto offers a dynamic environment where your communication skills directly impact customer satisfaction and loyalty. We foster a culture of continuous learning and growth, empowering you to excel in a pivotal role that shapes our brand’s reputation. Join us and contribute to making online shopping effortless and enjoyable.
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Job Description
Join Career.zycto, a dynamic and rapidly growing e-commerce platform, as an Online Chat Support Specialist and become an integral part of our mission to deliver exceptional customer experiences. In today’s fast-paced digital world, direct and empathetic communication is key, and you will be at the forefront of building lasting relationships with our customers. This hybrid role offers you the flexibility of working both from our vibrant Allen Avenue office in Lagos and remotely, ensuring you’re empowered to provide top-tier support.
As an Online Chat Support Specialist, you will be the primary point of contact for our diverse customer base, engaging with them through live chat to answer inquiries, resolve issues, and provide comprehensive support regarding orders, products, services, and general platform navigation. Your ability to listen attentively, type swiftly and accurately, and articulate solutions clearly and concisely will be paramount. You’ll transform potential frustrations into positive experiences, contributing directly to customer satisfaction and loyalty.
This isn’t just about answering questions; it’s about being an advocate for our customers. You will troubleshoot technical problems, guide users through our platform’s features, process returns and exchanges efficiently, and provide real-time updates on shipping and delivery. Every interaction is an opportunity to showcase Career.zycto’s commitment to excellence and to solidify our reputation as a trusted e-commerce destination. You will need to be adept at managing multiple chat conversations simultaneously without compromising on the quality of support or attention to detail.
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We are looking for someone who is not only a skilled communicator but also a proactive problem-solver with a genuine passion for helping others. You will collaborate closely with other departments, including logistics, product development, and sales, to ensure a seamless customer journey and to escalate complex issues when necessary. Your insights from customer interactions will be invaluable in identifying trends and contributing to the continuous improvement of our services and products. If you thrive in a collaborative environment, are eager to learn, and are dedicated to making a tangible impact on customer happiness, then Career.zycto is the place for you to build a rewarding career.
Key Responsibilities
- Respond promptly and professionally to customer inquiries via live chat, providing accurate and comprehensive information.
- Troubleshoot and resolve customer issues related to orders, product information, shipping, returns, and technical difficulties.
- Escalate complex or unresolved issues to the appropriate internal teams for further investigation and resolution.
- Maintain detailed and accurate records of all customer interactions and transactions within our CRM system.
- Meet and exceed established service level agreements (SLAs) and key performance indicators (KPIs) for chat response times and resolution rates.
- Identify customer needs and suggest appropriate products, services, or solutions to enhance their overall experience.
- Collaborate with internal teams (e.g., logistics, product, technical support) to ensure a smooth customer journey.
- Contribute to the continuous improvement of our customer service processes and knowledge base by providing feedback and insights from customer interactions.
Required Skills
- Excellent written communication skills in English, with strong grammar and spelling.
- Proficient typing speed and accuracy.
- Demonstrated customer service orientation and problem-solving abilities.
- Ability to empathize with customers and maintain a positive, professional demeanor.
- Tech-savvy with the ability to quickly learn and navigate e-commerce platforms and CRM software.
- Strong ability to multitask and manage multiple chat conversations simultaneously.
- High attention to detail and accuracy.
Preferred Qualifications
- Previous experience in online chat support or a customer service role within an e-commerce environment.
- Familiarity with common CRM tools (e.g., Zendesk, Salesforce Service Cloud).
- Knowledge of an additional Nigerian language (e.g., Yoruba, Igbo, Hausa).
- A diploma or degree in a relevant field (e.g., Communications, Business Administration).
Perks & Benefits
- Competitive salary and performance-based bonuses.
- Comprehensive health insurance package.
- Opportunities for professional growth and career advancement within a fast-growing company.
- Ongoing training and development programs.
- A vibrant and supportive hybrid work environment.
- Paid time off and holidays.
How to Apply
Interested and qualified candidates are encouraged to submit their applications by clicking on the link below. Please ensure your resume highlights your customer service experience and strong communication skills. We look forward to reviewing your application!
