About Company
Are you eager to shape positive experiences from anywhere? Career.zycto offers an unparalleled environment for customer experience agents who thrive on connecting with people and resolving issues remotely. We’re a dynamic team committed to innovation and support, empowering our CSRs to deliver exceptional service via chat and calls. We value clear communication, proactive problem-solving, and a genuine desire to help our customers. Join us and discover a culture where your contributions are recognized, and your professional growth is actively fostered within a flexible, remote setup.
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Job Description
Career.zycto is actively seeking a highly motivated and deeply customer-centric Customer Experience Agent to become a valuable part of our thriving remote team. In this pivotal role, you will embody the friendly voice and helpful text behind our brand, meticulously ensuring that every customer interaction is positive, productive, and truly memorable. We are specifically looking for individuals who possess an innate passion for creative problem-solving, boast outstanding communication skills, and are entirely comfortable navigating various digital platforms to consistently provide top-tier support. This presents an exciting and significant opportunity for dedicated professionals to work autonomously from the comfort of their home, thereby contributing immensely to both customer satisfaction and long-term loyalty. You will be tasked with handling a diverse and engaging range of inquiries, spanning from general support and initial technical troubleshooting to efficient order processing and comprehensive product information dissemination, primarily executed through both chat and phone channels. Our ideal candidate thrives emphatically in a fast-paced yet supportive environment, can expertly multitask with precision, and is unequivocally committed to upholding our exceptionally high standards of service. Join us and become an absolutely essential part of a dynamic team that places customer happiness at the absolute forefront of everything we do, all while enjoying the considerable flexibility and autonomy inherent in a remote work setup. We firmly believe in investing significantly in our team members, providing comprehensive, ongoing training, and fostering an exceptionally supportive atmosphere where you can continuously grow your skills and strategically advance your career trajectory. If you’re ready to make a real impact from your home office, we encourage you to connect with us.
Key Responsibilities
- Respond promptly and professionally to customer inquiries via chat, email, and phone, providing accurate information and effective solutions.
- Resolve customer complaints and issues with empathy and efficiency, escalating complex cases to appropriate departments when necessary.
- Maintain a high level of customer satisfaction by building rapport and delivering personalized service experiences.
- Document all customer interactions accurately and thoroughly in our CRM system.
- Identify and assess customer needs to achieve satisfaction.
- Process orders, forms, applications, and requests.
- Follow communication procedures, guidelines, and policies.
- Take the extra mile to engage customers and exceed expectations.
- Continuously improve knowledge of company products, services, and policies.
- Collaborate with team members to ensure consistent and high-quality service delivery.
- Participate actively in training and development programs to enhance skills and knowledge.
Required Skills
- Proven customer support experience, preferably in a remote setting.
- Strong phone contact handling skills and active listening capabilities.
- Excellent verbal and written communication skills in English.
- Ability to multi-task, prioritize, and manage time effectively under pressure.
- Familiarity with CRM systems and customer service practices.
- Proficiency in using digital communication tools (chat platforms, email software).
- Reliable high-speed internet connection and a quiet, dedicated home office space.
- Strong problem-solving aptitude and a unwavering customer-first attitude.
- Ability to work independently with minimal supervision while meeting performance targets.
Preferred Qualifications
- Previous experience in a customer service representative (CSR) role involving both chat and calls.
- Experience with specific CRM software (e.g., Zendesk, Salesforce, HubSpot).
- Ability to speak additional local Nigerian languages (e.g., Yoruba, Igbo, Hausa).
- Proficiency in Google Workspace or Microsoft Office Suite applications.
- A diploma or degree in a relevant field such as Communications, Business Administration, or Marketing.
Perks & Benefits
- Competitive monthly salary with potential for performance-based bonuses.
- Comprehensive health insurance coverage for peace of mind.
- Generous paid time off and public holidays.
- Opportunities for continuous professional development and clear career growth paths.
- Flexible remote work environment promoting work-life balance.
- Supportive team culture and engaging virtual social events.
- Access to a vast array of online training resources and tools.
- Contribution to a dynamic and rapidly growing company at the forefront of customer experience.
How to Apply
Interested candidates are encouraged to apply by clicking the link below. Please ensure your resume highlights relevant customer service experience and technical proficiency. We look forward to reviewing your application!
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