About Company
Career.zycto isn’t just about jobs; it’s about unlocking potential and fostering professional growth in a dynamic, supportive environment. We empower our team members to thrive, offering cutting-edge tools and a culture that celebrates innovation and empathy. For a customer experience agent, this means a chance to genuinely impact lives, build strong relationships, and develop invaluable skills, all while enjoying the flexibility of remote work. Join a company dedicated to your success and well-being.
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Job Description
Are you a natural communicator with a passion for helping others, ready to make a tangible difference from the comfort of your home? Career.zycto, a forward-thinking organization dedicated to professional excellence, is actively seeking an enthusiastic and dedicated Remote Customer Experience Agent to become a vital part of our team in Ojodu, Ikeja. In this pivotal role, you will serve as the primary point of contact for our valued users, expertly navigating their queries, concerns, and feedback through both live chat and inbound/outbound phone calls. Your daily mission will be to transform every interaction into an opportunity for positive engagement, providing timely, accurate, and compassionate support that leaves a lasting impression of professionalism and care.
This role is far more than just answering questions; it’s about building trust, understanding unique user needs, and proactively offering solutions that enhance their overall experience with Career.zycto. You will be instrumental in guiding users through our services, resolving technical glitches, troubleshooting common issues, and escalating complex problems to the appropriate internal teams when necessary, always ensuring a smooth handoff and follow-up. We value agents who can not only follow established protocols but also demonstrate initiative in identifying patterns, suggesting improvements to processes, and contributing to a knowledge base that benefits the entire team and user community.
We are committed to equipping you with a robust training program that covers our services, customer management systems, and best practices for remote customer engagement. You will join a supportive, collaborative remote environment where continuous learning is encouraged, and your contributions are recognized. If you possess an innate ability to empathize, communicate with crystal-clear articulation, maintain composure under pressure, and are driven by a desire to exceed expectations, this role offers an unparalleled opportunity to grow your career. Embrace the flexibility of remote work while making a significant impact on user satisfaction and loyalty. If you’re ready to contribute your talents to a company that values its people and its customers equally, Career.zycto invites you to apply and become a cornerstone of our user experience success story.
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Key Responsibilities
- Engage with customers professionally and empathetically via chat and phone calls to resolve inquiries and provide support.
- Diagnose and troubleshoot technical issues, guiding users through step-by-step solutions.
- Provide accurate and comprehensive information about Career.zycto's services and offerings.
- Document customer interactions accurately and thoroughly in our CRM system.
- Escalate complex issues to appropriate internal teams while maintaining ownership of the customer's experience.
- Identify and report trends in customer feedback to contribute to service improvements.
- Maintain a high level of customer satisfaction and strive to exceed service level agreements (SLAs).
- Proactively identify opportunities to improve the customer journey and internal processes.
- Adhere to company policies, procedures, and security protocols in all interactions.
- Participate in ongoing training and development sessions to enhance skills and knowledge.
Required Skills
- Excellent verbal and written communication skills in English.
- Proven experience in a customer service role (chat and/or calls preferred).
- Strong active listening skills and ability to empathize with customers.
- Proficiency in using CRM software and other customer service tools.
- Ability to work independently and manage time effectively in a remote setting.
- Problem-solving aptitude and ability to remain calm under pressure.
- High-speed internet connection and a quiet, dedicated workspace.
- Comfortable with technology and quick to learn new software.
Preferred Qualifications
- Minimum of 1 year experience in a remote customer service or call center environment.
- Experience with specific CRM platforms like Salesforce, Zendesk, or Freshdesk.
- Familiarity with the recruitment or career services industry.
- Secondary School Certificate (SSCE) or equivalent; OND/HND/BSc is a plus.
- Demonstrated ability to meet and exceed performance metrics.
Perks & Benefits
- Competitive salary with performance incentives.
- Flexible remote work environment.
- Comprehensive health benefits package.
- Opportunities for professional development and career advancement.
- Supportive and collaborative team culture.
- Paid time off and public holidays.
- Access to latest customer support tools and technologies.
How to Apply
Ready to embark on a fulfilling remote career with Career.zycto? Please click on the application link below to submit your resume and a brief cover letter outlining your experience and why you are a great fit for this role. We look forward to reviewing your application!
