About Company
Career.zycto is reimagining customer engagement, building seamless connections between businesses and their clients. We empower our remote teams with cutting-edge tools and a supportive culture, fostering an environment where customer experience professionals can thrive from anywhere. Join a forward-thinking organization dedicated to innovation and excellence, making a tangible impact on brand loyalty and customer satisfaction. We value clear communication, proactive problem-solving, and a genuine desire to help, making us the perfect home for dedicated customer experience agents.
Job Description
Are you passionate about delivering exceptional service and creating positive customer interactions from the comfort of your home? Career.zycto is seeking highly motivated and empathetic Remote Customer Experience Agents to join our dynamic team operating out of Opebi, Ikeja. In this crucial role, you will be the frontline voice and text of our brand, engaging with customers via chat and phone calls to resolve inquiries, provide information, and ensure a smooth and satisfying experience. We believe that outstanding customer service is key to our success, and we’re looking for individuals who share that commitment. This is an opportunity to contribute significantly to customer satisfaction, build lasting relationships, and grow your career within a supportive remote environment. You will handle a diverse range of customer needs, from technical support and product inquiries to billing questions and general assistance, all while maintaining a professional and friendly demeanor. We provide comprehensive training to equip you with all the knowledge and tools necessary to excel. If you thrive in a fast-paced, problem-solving role and are dedicated to making every customer feel valued, we encourage you to apply and help us redefine excellence in customer service.
Key Responsibilities
- Engage with customers professionally and empathetically through inbound calls and live chat channels.
- Accurately identify customer needs, clarify information, research every issue, and provide solutions or alternatives.
- Manage and resolve customer complaints, escalating complex issues to the appropriate internal teams when necessary.
- Maintain detailed and accurate records of customer interactions and transactions in our CRM system.
- Follow communication procedures, guidelines, and policies to ensure consistency and quality service.
- Meet personal/team qualitative and quantitative targets (e.g., call handling time, first contact resolution, customer satisfaction scores).
- Proactively recommend products or services by analyzing customer needs and identifying opportunities.
- Continuously update job knowledge by participating in educational opportunities and keeping up-to-date with product changes and service enhancements.
Required Skills
- Excellent verbal and written communication skills in English.
- Proven customer support experience or experience as a Client Service Representative.
- Strong active listening skills and ability to empathize with customers.
- Proficiency in using CRM software and customer service tools.
- Ability to multi-task, prioritize, and manage time effectively in a remote setting.
- High-speed internet connection and a quiet, dedicated home workspace free from distractions.
- Basic computer literacy and comfort with various technology platforms.
- Problem-solving aptitude with a proactive 'can-do' attitude.
Preferred Qualifications
- Previous remote work experience in a customer-facing role.
- Familiarity with various communication platforms (e.g., Zendesk, Intercom, Salesforce Service Cloud).
- Experience with technical troubleshooting for common software/hardware issues.
- A diploma or degree in a related field (e.g., Business Administration, Communications, Information Technology).
- Bilingual proficiency (e.g., Yoruba, Hausa, Igbo) is a significant plus.
Perks & Benefits
- Competitive salary and performance-based bonuses.
- Comprehensive health insurance package.
- Paid time off and public holidays.
- Flexible remote work environment, promoting work-life balance.
- Opportunities for career growth and professional development within a dynamic team.
- Access to continuous learning resources and advanced training programs.
- Supportive team culture and regular virtual team-building events.
- Equipment allowance for home office setup (e.g., headset, monitor).
How to Apply
Interested and qualified candidates are encouraged to apply by clicking on the application link below. Please ensure your resume highlights your relevant customer service experience, communication strengths, and technical proficiencies. We look forward to reviewing your application and potentially welcoming you to our team!
