About Company
Are you a natural problem-solver passionate about helping people? Career.zycto empowers individuals like you to thrive in dynamic, client-focused roles. We specialize in connecting exceptional talent with companies that value outstanding customer service and offer robust support for remote teams. Join an environment where your dedication to client satisfaction is recognized and your professional growth is actively encouraged. We believe in creating pathways for success, ensuring our team members are equipped to deliver unparalleled service from anywhere.
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Job Description
Career.zycto is excited to partner with a leading organization in search of a dedicated and empathetic Remote Customer Experience Agent to join their vibrant team. This pivotal role involves providing exceptional support to customers primarily through chat and occasional phone calls, ensuring every interaction leaves a positive and lasting impression. As a Remote CSR, you will be the first point of contact for inquiries, issues, and feedback, making you instrumental in shaping the customer journey. You’ll engage with a diverse customer base, solving problems, explaining product or service features, and documenting interactions with precision and clarity.
We are looking for individuals who possess a genuine desire to help, excellent communication skills – both written and verbal – and the ability to navigate various digital communication platforms efficiently. This is more than just answering questions; it’s about building rapport, understanding customer needs deeply, and proactively offering solutions that enhance their overall experience. The ideal candidate will be a quick learner, highly comfortable with technology, and able to maintain a high level of professionalism and composure in a fast-paced virtual environment. You will be provided with comprehensive training on our products, services, and support tools, ensuring you are fully equipped to handle all customer interactions effectively from day one.
This remote position demands a strong sense of ownership and the ability to work independently while remaining a connected member of a larger, supportive team. You’ll be responsible for managing multiple chat conversations simultaneously, requiring excellent multitasking and organizational skills. Success in this role hinges on your ability to de-escalate challenging situations, empathize with customers, and consistently meet service level agreements (SLAs). We foster a culture of continuous improvement, where your feedback and insights are valued in optimizing our customer support processes. If you’re passionate about customer advocacy, thrive in a supportive, remote setting, and are eager to make a tangible impact on customer satisfaction, we encourage you to apply and become a vital part of our growing team dedicated to delivering world-class service and support.
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Key Responsibilities
- Respond to customer inquiries via chat and phone in a timely and professional manner.
- Provide accurate, valid, and complete information by using the right methods/tools.
- Handle customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution.
- Keep records of customer interactions, process customer accounts, and file documents.
- Follow communication procedures, guidelines, and policies.
- Take the extra mile to engage customers and build sustainable relationships of trust.
- Identify and escalate priority issues to the appropriate internal teams.
- Maintain a high level of product and service knowledge.
- Participate in ongoing training and development opportunities.
Required Skills
- Proven customer support experience (chat or call center environment).
- Strong phone contact handling skills and active listening.
- Excellent written and verbal communication skills in English.
- Ability to multi-task, prioritize, and manage time effectively.
- Proficiency with CRM systems and practices.
- High school diploma or equivalent.
- Reliable high-speed internet connection and a quiet home office environment.
- Strong problem-solving abilities and a customer-first attitude.
Preferred Qualifications
- Bachelor's degree in any relevant field.
- Experience with Zendesk, Freshdesk, or similar customer support platforms.
- Bilingual capabilities (e.g., Yoruba, Igbo, Hausa) is a plus.
- Previous remote work experience.
- Familiarity with e-commerce or tech support environments.
Perks & Benefits
- Competitive monthly salary.
- Performance-based incentives and bonuses.
- Comprehensive remote onboarding and training programs.
- Opportunities for career growth and professional development.
- Flexible work schedule (within operational hours).
- Access to mental wellness resources.
- Collaborative and supportive remote team environment.
How to Apply
Interested candidates are encouraged to click on the application link below to submit their resume and a cover letter detailing their relevant experience and why they are a perfect fit for a remote customer experience role. Please ensure your application highlights your proficiency in chat and call support, and your ability to thrive in a remote work setting. We look forward to reviewing your application.
