About Company
Step into a dynamic career with Career.zycto, a forward-thinking organization dedicated to redefining customer service excellence. We champion a culture where empathy meets efficiency, empowering our team members to make a real difference from day one. For a customer experience agent, this means a supportive environment, continuous learning, and the opportunity to hone your communication skills daily across various channels. We believe in fostering growth, valuing diverse perspectives, and building lasting relationships—both with our clients and our exceptional remote workforce. Join us and discover a workplace that truly invests in your professional journey.
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Job Description
Are you a highly empathetic and articulate individual with a passion for helping people? Career.zycto is seeking dedicated Customer Experience Agents to join our growing remote team in Oshodi-Isolo, Lagos. In this vital role, you will be the frontline voice and text of our clients, providing exceptional support and ensuring a positive experience for every customer interaction. This remote position offers the flexibility of working from your home office while being an integral part of a collaborative and supportive team. You’ll primarily engage with customers through live chat and phone calls, resolving inquiries, providing product/service information, and guiding them through various processes with patience and professionalism. We are looking for individuals who thrive in a fast-paced environment, possess excellent problem-solving abilities, and are committed to maintaining high standards of customer satisfaction. If you are self-motivated, tech-savvy, and eager to contribute to a company that values its employees and customers alike, we encourage you to apply. This role is crucial for maintaining our reputation for outstanding service and building lasting customer loyalty.
Key Responsibilities
- Respond promptly and professionally to customer inquiries via live chat, email, and phone calls.
- Resolve customer issues and complaints efficiently, escalating complex cases to the appropriate department when necessary.
- Provide accurate and detailed information about products, services, and company policies.
- Maintain a high level of customer satisfaction by ensuring a positive and empathetic interaction.
- Document all customer interactions and resolutions accurately in the CRM system.
- Identify and escalate priority issues to the management team as needed.
- Collaborate with team members and other departments to improve overall customer experience processes.
- Adhere to company guidelines and service level agreements (SLAs) for response times and quality.
Required Skills
- Excellent verbal and written communication skills in English.
- Proven ability to empathize with customers and de-escalate difficult situations.
- Strong problem-solving and critical-thinking abilities.
- Proficiency in using CRM software and other customer service tools.
- High-speed internet connection and a quiet, dedicated home workspace.
- Ability to work independently and manage time effectively in a remote setting.
- Basic computer literacy and typing speed of at least 40 WPM.
Preferred Qualifications
- Previous experience in a remote customer service or call center environment.
- Familiarity with various customer support platforms (e.g., Zendesk, Freshdesk).
- A tertiary education certificate or diploma in any field.
Perks & Benefits
- Competitive monthly salary with performance incentives.
- Comprehensive health benefits package (HMO).
- Opportunities for professional development and career advancement.
- Flexible work schedule and the convenience of working from home.
- Supportive and collaborative team environment.
- Paid time off and holiday benefits.
How to Apply
If you are ready to embark on a rewarding career as a Customer Experience Agent with Career.zycto, we invite you to apply. Please click on the application link below to submit your resume and a brief cover letter outlining why you are the ideal candidate for this role. We look forward to reviewing your application!
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