About Company
Career.zycto isn’t just a recruitment agency; we’re architects of career success, connecting top talent with pioneering opportunities across diverse industries. We champion flexible work environments and empower professionals to thrive remotely. For a customer experience agent, this means joining a forward-thinking platform that prioritizes your development, offering roles where your voice is heard and your contribution genuinely makes a difference. We believe in building lasting relationships, fostering growth, and creating paths to impactful careers from anywhere. Your journey towards a rewarding remote customer service career begins with us.
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Job Description
As a Customer Experience Agent – Remote CSR (Chat & Calls) with Career.zycto, you will play a crucial role in shaping positive customer journeys for various leading brands. This full-time remote position invites highly dedicated individuals to become the vital link between our clients and their customers, delivering unparalleled support through both real-time chat interactions and inbound/outbound phone calls. Your daily mission will involve expertly navigating customer inquiries, resolving issues with precision and empathy, and providing comprehensive information that not only satisfies immediate needs but also fosters long-term loyalty. We are looking for an individual who is not only adept at problem-solving but also possesses an innate ability to connect with people, understand their perspectives, and communicate solutions clearly and concisely, all while maintaining a professional and reassuring demeanor.
Operating from the comfort of your home, you will be empowered with the necessary tools and training to excel. This role demands a proactive approach, excellent organizational skills, and the capacity to manage multiple interactions simultaneously without compromising quality. Beyond simply addressing complaints, you will be expected to identify underlying customer needs, provide insightful feedback to improve services, and contribute to a culture of continuous improvement within our client’s customer service operations. If you are passionate about customer advocacy, thrive in a self-managed environment, and are eager to leverage your communication skills to make a tangible impact, then Career.zycto offers the ideal platform for your next career move. Join a team that values your contribution, supports your professional growth, and celebrates your success in delivering world-class remote customer experiences.
Key Responsibilities
- Respond to customer inquiries via live chat, email, and phone calls in a timely and professional manner.
- Resolve product or service problems by clarifying the customer's complaint, determining the cause of the problem, selecting and explaining the best solution to solve the problem, and expediting correction or adjustment.
- Maintain a high level of customer satisfaction by providing accurate information and courteous service.
- Document all customer interactions and transactions accurately in the CRM system.
- Escalate complex issues to appropriate departments for further investigation and resolution.
- Adhere to company policies and procedures regarding customer service and data privacy.
- Participate in training sessions to stay updated on product knowledge and service enhancements.
- Identify and assess customers' needs to achieve satisfaction and build sustainable relationships of trust.
- Collaborate with team members and supervisors to continuously improve customer service processes.
Required Skills
- Excellent verbal and written communication skills in English.
- Proven customer support experience (minimum 1 year).
- Ability to multi-task, prioritize, and manage time effectively in a remote setting.
- Strong active listening skills and empathy.
- Proficiency with CRM systems and general computer applications.
- High-speed internet connection and a dedicated, quiet workspace.
- Problem-solving orientation and adaptability.
- Ability to work independently with minimal supervision.
Preferred Qualifications
- Experience with chat-based customer service platforms.
- Familiarity with remote work tools (e.g., Slack, Zoom, Microsoft Teams).
- Prior experience in a BPO or call center environment.
- Secondary school certificate (SSCE) or equivalent; a Diploma or Bachelor's degree is a plus.
- Fluency in an additional Nigerian language is an advantage.
Perks & Benefits
- Competitive salary package.
- Fully remote work flexibility.
- Opportunities for professional development and training.
- Supportive team environment.
- Performance-based incentives.
- Access to modern collaboration tools.
- Work-life balance focus.
How to Apply
To apply for this exciting remote opportunity, please click on the application link below. We look forward to receiving your application and exploring how your skills can contribute to our dynamic team!
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