About Company
Pioneering the future of talent acquisition, Career.zycto connects ambitious professionals with leading opportunities across diverse industries. We believe that exceptional customer service forms the backbone of any successful enterprise. For a dedicated customer experience agent – remote CSR, our dynamic, virtual environment offers unparalleled flexibility and the chance to directly impact candidate and client success from anywhere. You’ll join a supportive team, empowered with the latest tools to deliver outstanding service and build a fulfilling career by helping individuals achieve their professional aspirations.
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Job Description
Career.zycto is seeking a highly motivated and empathetic Customer Experience Agent to join our remote team. In this pivotal role, you will be the first point of contact for our valued candidates and clients, providing exceptional support and guidance through various digital channels, primarily chat and phone calls. This is a fantastic opportunity to contribute to a rapidly growing company that is transforming how talent meets opportunity, all from the comfort of your home office in Badagry, Lagos. You will handle inquiries, resolve issues, and provide information regarding our services, job postings, application processes, and general platform navigation. Success in this role hinges on your ability to listen actively, communicate clearly, solve problems efficiently, and maintain a positive, professional demeanor in every interaction. We are looking for someone who is not just good at customer service, but truly passionate about making a difference in people’s career journeys. If you thrive in a fast-paced, remote setting and possess a genuine desire to help others, we encourage you to apply and become a vital part of our mission to empower careers across Nigeria and beyond.
Key Responsibilities
- Respond to customer inquiries and resolve issues promptly and professionally via live chat, email, and phone calls, ensuring a high level of satisfaction.
- Provide accurate, valid, and complete information by utilizing the right methods, tools, and resources provided.
- Handle customer complaints, provide appropriate solutions and alternatives within established time limits, and follow up diligently to ensure complete resolution.
- Keep meticulous records of customer interactions, transactions, comments, and complaints in our CRM system.
- Communicate effectively and collaborate with internal teams to escalate complex issues and ensure timely and comprehensive resolution.
- Identify and assess customers' needs to achieve sustainable satisfaction and build lasting relationships.
- Go the extra mile to engage customers, personalize interactions, and foster a positive brand experience.
- Strictly follow communication procedures, guidelines, and policies to maintain service quality and consistency.
- Actively participate in suggesting and implementing improvements to customer service processes and tools for enhanced efficiency and effectiveness.
Required Skills
- Proven customer support experience or experience as a Client Service Representative for at least one year.
- Exceptional communication and presentation skills, both verbal and written, with a clear and professional tone.
- Demonstrated ability to multi-task, prioritize, and manage time effectively in a dynamic, remote environment.
- Strong phone contact handling skills and active listening capabilities to understand customer needs fully.
- Familiarity with CRM systems and best practices for managing customer interactions.
- Strong customer orientation and the ability to adapt and respond to different types of characters and situations gracefully.
- High school diploma or equivalent; higher education is a definite plus.
- Reliable high-speed internet connection and a dedicated, quiet home office environment suitable for professional calls.
Preferred Qualifications
- Bachelor's degree in a relevant field (e.g., Communications, Business Administration, Psychology).
- At least 6 months of experience specifically in a remote customer service role.
- Proficiency in additional Nigerian languages such as Yoruba, Hausa, or Igbo.
- Familiarity with recruitment processes, talent acquisition, or HR technology platforms.
- Experience using Zendesk, Intercom, Freshdesk, or similar customer support software.
Perks & Benefits
- Competitive salary and attractive performance bonuses tied to your impact.
- Fully remote work model, offering unparalleled flexibility and a healthy work-life balance.
- Significant opportunities for professional development and continuous career growth within a burgeoning industry.
- A supportive, collaborative team environment and engaging regular virtual team-building activities.
- Access to state-of-the-art tools and technology to facilitate seamless remote work.
- Comprehensive health and wellness programs to support your overall well-being.
- Generous paid time off and observance of public holidays.
How to Apply
Interested candidates are encouraged to apply by clicking the link below. Please ensure your resume is tailored to highlight your customer service experience, your technical proficiency, and your proven ability to thrive in a remote work setting. We look forward to reviewing your application and potentially welcoming you to the Career.zycto family!
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