About Company
Ready to redefine customer interaction with your exceptional written communication skills? Career.zycto, a dynamic force in digital solutions and tech services, is seeking a meticulous Customer Email Support Specialist to join our vibrant team in Calabar. We thrive on innovation and are dedicated to providing unparalleled service. Here, your ability to craft clear, empathetic, and efficient responses will directly impact our user satisfaction and brand reputation. If you’re passionate about problem-solving and aspire to be part of a company that values clarity, continuous improvement, and customer success, Career.zycto is your next career destination.
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Job Description
Career.zycto is on the lookout for a highly organized and customer-focused Customer Email Support Specialist to join our growing team in Calabar. In this pivotal role, you will be the primary point of contact for our customers, providing stellar support through written communication. You will be responsible for addressing a wide array of inquiries, resolving issues, and ensuring a positive customer experience, all while upholding Career.zycto’s commitment to excellence. This role requires an individual with exceptional written communication skills, a keen eye for detail, and a proactive approach to problem-solving.
As a Customer Email Support Specialist, you will manage incoming customer emails efficiently, ensuring that all queries are answered accurately and in a timely manner. You will be expected to diagnose and troubleshoot customer problems, provide step-by-step guidance, and escalate complex issues to appropriate internal teams when necessary. Your ability to translate technical jargon into easy-to-understand language will be crucial in assisting diverse customer segments. You will also contribute to maintaining a comprehensive knowledge base by identifying recurring issues and suggesting improvements to our FAQ sections and support documentation. We value candidates who are not just reactive but also proactive in identifying opportunities to enhance customer satisfaction and streamline support processes. Join us and play a significant role in fostering strong customer relationships and upholding our reputation for outstanding service.
Key Responsibilities
- Manage and respond to customer inquiries via email in a timely, professional, and empathetic manner.
- Diagnose and resolve customer issues effectively, providing clear and concise solutions.
- Escalate complex problems to the appropriate internal teams, ensuring proper follow-up and resolution.
- Maintain a deep understanding of Career.zycto’s products, services, and policies to provide accurate information.
- Document customer interactions and resolutions accurately within our CRM system.
- Contribute to the continuous improvement of our customer support processes and knowledge base.
- Collaborate with team members to share knowledge and best practices.
- Identify trends in customer feedback and suggest proactive solutions or product enhancements.
- Ensure compliance with company standards and policies in all customer interactions.
- Assist in creating and updating support articles and FAQs to empower customers with self-service options.
Required Skills
- Excellent written communication and grammar skills in English.
- Proficiency in using email platforms and CRM software.
- Strong problem-solving and analytical abilities.
- Ability to work independently and as part of a team.
- Exceptional attention to detail.
- Proven ability to manage multiple tasks and prioritize in a fast-paced environment.
- A customer-centric mindset with a passion for helping others.
- Basic computer literacy and ability to learn new software quickly.
Preferred Qualifications
- Previous experience in a customer service or email support role.
- Familiarity with digital solutions, IT services, or SaaS products.
- Knowledge of helpdesk software like Zendesk, Freshdesk, or HubSpot Service Hub.
- OND/HND/B.Sc. in relevant fields (e.g., Mass Communication, English, Business Administration).
- Experience contributing to a knowledge base or FAQ section.
Perks & Benefits
- Competitive salary and performance bonuses.
- Comprehensive health and wellness benefits.
- Opportunities for professional growth and development.
- A supportive and collaborative work environment.
- Paid time off and holidays.
- Modern office facilities with essential amenities.
- Team-building activities and social events.
How to Apply
If you are ready to embark on an exciting career journey with Career.zycto and possess the skills and passion to excel in this role, we encourage you to apply! Please click on the application link below to submit your resume and a cover letter outlining your relevant experience and why you are a perfect fit for our team. We look forward to reviewing your application.
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