About Company
At Career.zycto, we believe exceptional customer service is the cornerstone of our success. We’re a growing organization dedicated to providing cutting-edge solutions in the digital services sector. We thrive on innovation and collaboration, creating an environment where dedicated professionals can truly make an impact. For a Customer Email Support specialist, this means joining a supportive team committed to clear communication, problem-solving, and continuous improvement. We offer a platform where your skills in crafting thoughtful and effective email responses will be celebrated and developed, directly contributing to our reputation for excellence and customer satisfaction.
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Job Description
Are you an exceptional communicator with a knack for crafting clear, concise, and helpful email responses? Career.zycto is seeking a dedicated Customer Email Support Specialist to join our growing team in Basiri, Ado-Ekiti. In this crucial role, you will be the primary point of contact for our valued customers, providing comprehensive support, resolving inquiries, and ensuring a positive brand experience through professional and empathetic written communication. We’re looking for someone who is passionate about customer satisfaction, meticulous in their approach, and eager to contribute to a collaborative and innovative environment. This is more than just answering emails; it’s about building trust, solving problems, and representing our commitment to excellence with every interaction.
If you thrive in a fast-paced setting, possess excellent written English skills, and are driven by a desire to make customers feel heard and valued, then we encourage you to apply. You will play a vital role in maintaining our reputation for outstanding service, directly contributing to customer loyalty and business growth. Your daily tasks will involve a diverse range of customer inquiries, from product questions and technical troubleshooting to billing issues and general feedback. We provide extensive training to ensure you are well-equipped to handle all customer needs, but a foundational understanding of customer service best practices and strong problem-solving abilities are essential. Join us and become an integral part of a team that champions customer success and fosters professional development, making a tangible impact on our customers’ journey.
Key Responsibilities
- Respond to customer inquiries via email in a timely, accurate, and professional manner, adhering to service level agreements.
- Diagnose and resolve customer issues related to products, services, accounts, and technical challenges with patience and precision.
- Provide clear, step-by-step instructions and detailed information to customers, ensuring full understanding.
- Escalate complex or unresolved issues to appropriate internal teams (e.g., technical support, product development) and follow up to ensure resolution.
- Maintain detailed and accurate records of all customer interactions, feedback, and transactions in our CRM system.
- Identify and report recurring customer issues, feedback, or trends to improve product offerings and service delivery.
- Contribute to the development and maintenance of customer support knowledge base articles and FAQs.
- Adhere strictly to company policies and procedures, particularly regarding customer data privacy and service standards.
- Collaborate effectively with sales, technical, and product teams to ensure a cohesive and positive customer experience.
- Act as a professional and positive ambassador for Career.zycto, promoting brand image and customer loyalty.
Required Skills
- Proven excellent written communication and grammar skills in English.
- Strong empathy and active listening abilities (even through written communication).
- Exceptional problem-solving and critical thinking capabilities to address diverse customer needs.
- Proficiency in using email platforms and familiarity with CRM software (e.g., Zendesk, Salesforce Service Cloud).
- Ability to work independently, prioritize tasks, and manage time effectively in a busy, high-volume environment.
- High level of attention to detail and accuracy in all written communications and data entry.
- Basic computer literacy and a quick ability to learn new software and systems.
- Strong interpersonal skills and a positive, patient, and professional attitude.
Preferred Qualifications
- Previous experience (6+ months) in a customer service or email support role.
- Familiarity with the technology or digital services industry.
- Experience with ticketing systems and knowledge base management.
- A Bachelor's degree or Higher National Diploma (HND) in any discipline.
- Ability to speak and write in local Nigerian languages (e.g., Yoruba) is a plus.
Perks & Benefits
- Competitive salary package commensurate with experience.
- Comprehensive health and wellness programs.
- Significant opportunities for professional growth and career development within a growing company.
- A supportive, inclusive, and collaborative work environment.
- Extensive on-the-job training and continuous learning resources.
- Generous paid time off and observance of public holidays.
- Regular team-building activities and social events.
How to Apply
Ready to make a difference? If you are a dedicated individual with a passion for exceptional customer service, we invite you to join the Career.zycto family. Please click on the application link below to submit your resume and a compelling cover letter detailing your relevant experience and why you are the perfect fit for this crucial role. We look forward to hearing from you!
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