About Company
Joining Career.zycto means stepping into a vibrant environment where your voice truly matters. We’re a dynamic organization committed to fostering professional growth and delivering exceptional service across various sectors. For a Call Support Officer, this is an incredible opportunity to be the front line of our success, directly impacting customer satisfaction and building lasting relationships. We thrive on innovation and teamwork, providing the tools and support you need to excel and advance your career. Here, your dedication to helping others will be celebrated, making every interaction a chance to make a positive difference.
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Job Description
Are you an empathetic communicator with a passion for helping people? Career.zycto is seeking a dedicated and enthusiastic Call Support Officer – CSR to join our dynamic team in Lagos. This vital role is the voice of our company, responsible for providing exceptional customer service and support to our valued clients. As a Call Support Officer, you will be the primary point of contact, addressing inquiries, resolving issues, and ensuring a positive experience for every customer interaction. Your ability to listen attentively, communicate clearly, and problem-solve efficiently will be critical to your success, shaping the perception of our brand with every call.
In this role, you’ll manage a high volume of inbound calls, meticulously document customer interactions, and escalate complex issues to the appropriate departments when necessary. We’re looking for individuals who can remain calm under pressure, demonstrate patience, and maintain a professional demeanor while navigating diverse customer needs. You will be empowered with the knowledge and resources to become a true advocate for our customers, guiding them through processes, providing information, and offering solutions that enhance their overall satisfaction with Career.zycto’s services. This isn’t just about answering questions; it’s about building trust and fostering long-term relationships through genuine care and effective support.
Beyond just answering calls, you will play a crucial part in building and maintaining strong customer relationships, representing our brand with integrity and a commitment to excellence. You will contribute to a culture of continuous improvement, providing feedback that helps refine our services and support processes. This position offers a fantastic opportunity to develop your communication, problem-solving, and conflict-resolution skills within a supportive team environment, contributing directly to our reputation for outstanding service and operational efficiency. If you are passionate about customer service, possess a positive attitude, are eager to learn, and ready to make a tangible difference, we encourage you to apply and grow with us at Career.zycto, where your contributions are recognized and valued.
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Key Responsibilities
- Handle inbound customer inquiries via phone with professionalism and empathy.
- Provide accurate information and solutions to customer issues and concerns.
- Document all customer interactions and resolutions accurately in the CRM system.
- Escalate unresolved issues to the appropriate internal teams for further investigation.
- Maintain a high level of product and service knowledge.
- Adhere to company policies and procedures, ensuring compliance and data privacy.
- Collaborate with team members to improve customer service processes and outcomes.
- Meet or exceed individual and team performance metrics, including call quality and resolution rates.
- Gather customer feedback to help improve overall service delivery.
Required Skills
- Excellent verbal and written communication skills in English.
- Strong active listening and comprehension abilities.
- Proficiency in using CRM software and general computer applications (e.g., MS Office Suite).
- Ability to remain calm and professional in fast-paced and high-pressure situations.
- Exceptional problem-solving skills with a strong customer-centric approach.
- High level of empathy and patience when dealing with diverse customer temperaments.
- Ability to work effectively both independently and as part of a collaborative team.
- Strong organizational skills and ability to multitask efficiently.
Preferred Qualifications
- Previous experience (6+ months) in a call center or customer service role.
- OND/HND/B.Sc. in any relevant field from a recognized institution.
- Familiarity with telecommunications, banking, or general service industry operations.
- Ability to speak additional Nigerian languages (e.g., Yoruba, Igbo, Hausa) is a significant advantage.
- Experience with ticketing systems and knowledge base software.
Perks & Benefits
- Competitive salary package.
- Comprehensive health insurance coverage.
- Performance-based bonuses and incentives.
- Ongoing training and professional development opportunities to foster career growth.
- Conducive and supportive work environment.
- Generous paid time off and public holidays.
- Employee wellness programs and initiatives.
- Opportunities for internal career advancement.
How to Apply
Interested candidates are encouraged to submit their applications by clicking on the link below. Please ensure your CV is up-to-date and highlights your relevant experience and skills. We look forward to reviewing your application and potentially welcoming you to the Career.zycto team!
