About Company
Imagine a workplace where your voice truly matters, even from afar. Career.zycto champions a remote-first culture, empowering our team members to deliver exceptional service from anywhere. We’re a dynamic, forward-thinking organization dedicated to connecting talent with opportunity and fostering unparalleled client satisfaction. Joining us means becoming part of a supportive community that values innovation, empathy, and continuous growth. We believe a strong customer experience foundation is built on empowered, skilled agents, and we invest in your success.
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Job Description
Are you passionate about creating positive customer experiences and thrive in a remote work environment? Career.zycto is seeking a dedicated and empathetic Remote Customer Experience Agent to join our growing team. In this pivotal role, you will be the first point of contact for our valued clients and candidates, providing exceptional support through a blend of live chat and phone interactions. We’re looking for someone who can effortlessly navigate conversations, resolve inquiries efficiently, and maintain a high level of professionalism while working independently from their home office in Jibowu, Yaba.
This role isn’t just about answering questions; it’s about building relationships and ensuring every interaction leaves a lasting positive impression. You’ll be instrumental in guiding users through our platforms, troubleshooting common issues, and escalating complex problems to the appropriate teams. Our ideal candidate possesses an innate ability to listen actively, communicate clearly, and adapt their approach to diverse customer needs. You’ll be supported by a collaborative team and provided with the tools and training necessary to excel in a fast-paced, remote setting. If you’re eager to make a significant impact from the comfort of your home, we encourage you to apply and become a vital part of the Career.zycto family.
Key Responsibilities
- Manage a high volume of inbound customer inquiries via chat and phone, providing accurate and timely resolutions.
- Actively listen to customer concerns, identify root causes, and offer effective solutions with a friendly and empathetic demeanor.
- Troubleshoot common technical issues and guide users through processes related to our services and platforms.
- Maintain detailed and accurate records of customer interactions and transactions in our CRM system.
- Collaborate with internal teams (e.g., technical support, sales) to escalate and resolve complex customer issues.
- Educate customers on product features, services, and best practices to maximize their experience.
- Adhere to established service level agreements (SLAs) and quality standards.
- Continuously seek opportunities to improve customer satisfaction and contribute to a positive team environment.
- Participate in ongoing training and development sessions to enhance skills and knowledge.
Required Skills
- Excellent verbal and written communication skills in English.
- Proven experience in a customer service role, preferably in a remote capacity.
- Strong active listening and problem-solving abilities.
- Proficiency in using CRM software and live chat platforms.
- Ability to multitask, prioritize, and manage time effectively in a dynamic environment.
- High level of empathy and patience when dealing with diverse customer needs.
- Reliable high-speed internet connection and a quiet, dedicated home workspace.
- Basic computer literacy and ability to quickly learn new software.
Preferred Qualifications
- Previous experience in a contact center or BPO environment.
- Familiarity with the recruitment or HR technology industry.
- Experience using Zendesk, Salesforce Service Cloud, or similar CX tools.
- A relevant diploma or degree in Communications, Business Administration, or a related field.
Perks & Benefits
- Competitive salary and performance bonuses.
- Comprehensive health and wellness programs.
- Flexible remote work schedule.
- Opportunities for professional development and career growth.
- Supportive and collaborative team culture.
- Access to modern communication and collaboration tools.
- Paid time off and public holidays.
How to Apply
If you are a highly motivated individual with a passion for customer service and the ability to thrive in a remote setting, we encourage you to apply! Please click on the application link below to submit your resume and a brief cover letter outlining your experience and why you are a great fit for this role. We look forward to reviewing your application.
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