About Company
Join a dynamic team where your voice shapes customer satisfaction and engagement. Career.zycto is at the forefront of innovative customer solutions, committed to building lasting relationships through cutting-edge technology and human-centric approaches. For a Customer Engagement Specialist, this means an environment rich with growth opportunities, continuous learning, and a supportive culture that values empathy and efficiency. We empower our specialists to be true advocates for our customers, fostering an atmosphere where your contributions directly enhance our reputation and client loyalty. Discover a workplace where your passion for service meets purpose.
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Job Description
This role isn’t just about answering queries; it’s about crafting exceptional digital experiences. As a Customer Engagement Specialist – Chat Support, you will be the primary point of contact for our valued customers, resolving their inquiries, providing comprehensive information, and ensuring a seamless experience through our chat platforms. We’re looking for someone who thrives on problem-solving, possesses a natural flair for communication, and is passionate about exceeding customer expectations in a fast-paced environment. You will play a crucial role in maintaining high levels of customer satisfaction, building trust, and representing Career.zycto’s commitment to excellence. Your ability to empathize, articulate solutions clearly, and maintain a positive attitude will be key to your success. This position offers a fantastic opportunity to develop your customer service expertise within a supportive and forward-thinking team in Telford. You will contribute to refining our customer support processes and directly impact our customer loyalty by turning every interaction into a positive touchpoint.
Key Responsibilities
- Respond to customer inquiries and issues via live chat promptly and professionally.
- Accurately diagnose and resolve customer problems, escalating complex cases as needed.
- Provide clear, concise information about products, services, and processes.
- Maintain meticulous records of all customer interactions in the CRM system.
- Identify and suggest solutions to improve customer experience and internal processes.
- Achieve individual and team performance targets and KPIs.
- Collaborate cross-functionally to ensure seamless customer support.
- Stay updated on product changes and company policies.
Required Skills
- Exceptional written communication and grammar skills.
- Demonstrable experience in a customer service or chat support role.
- Proficiency in CRM software and chat platforms.
- Strong problem-solving and analytical abilities.
- Ability to multitask and manage time effectively in a fast-paced setting.
- High level of empathy and customer-centric approach.
- Excellent typing speed and accuracy.
- Native-level English fluency (written and spoken).
Preferred Qualifications
- Experience with specific customer service software (e.g., Zendesk, Salesforce).
- Background in a BPO or tech support environment.
- Relevant professional certifications.
- Familiarity with digital engagement strategies.
Perks & Benefits
- Competitive salary with performance incentives.
- Comprehensive private health insurance.
- Generous paid holiday and sick leave.
- Extensive training and career development opportunities.
- Modern and supportive work environment.
- Employee wellness programs.
- Company matched pension scheme.
- Regular social events.
How to Apply
Ready to make an impact? Please click on the application link below to submit your resume and cover letter. We look forward to reviewing your application!
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