About Company
At Career.zycto, we are pioneering innovative solutions that connect talent with opportunity across various industries. We are a dynamic, forward-thinking organization committed to fostering professional growth and delivering exceptional value. Joining our team as a Customer Experience Agent means you’ll be at the forefront of shaping positive interactions, building lasting relationships, and contributing directly to our mission of service excellence. We believe in empowering our people to thrive in a supportive, collaborative, and entirely remote environment, making us the ideal choice for dedicated professionals seeking impactful work.
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Job Description
Are you an empathetic communicator with a knack for problem-solving, eager to make a significant impact from the comfort of your home? Career.zycto is seeking dedicated and enthusiastic Customer Experience Agents to join our thriving remote team, specializing in chat and call support. In this pivotal role, you will be the friendly voice and helpful text behind our brand, assisting customers with inquiries, resolving issues, and ensuring a consistently positive experience. We pride ourselves on creating a supportive and engaging remote environment where every team member is valued and empowered to excel. This isn’t just a job; it’s an opportunity to grow your career with a company that prioritizes both customer satisfaction and employee well-being.
As a Remote Customer Experience Agent, you will primarily engage with our customers through both live chat and inbound/outbound phone calls. Your daily responsibilities will include understanding customer needs, providing accurate information about our services, and guiding them through various processes. You will troubleshoot common issues, escalate complex problems to relevant departments, and meticulously document all interactions within our CRM system. We expect you to maintain a high level of professionalism, empathy, and patience, even when faced with challenging situations. Success in this role hinges on your ability to listen actively, articulate solutions clearly, and build rapport quickly. You will contribute directly to customer retention and satisfaction scores, becoming a key player in enhancing our brand reputation. If you are passionate about delivering outstanding service and thrive in a dynamic, remote setting, where your contributions are recognized and your growth is encouraged, we encourage you to apply. Join Career.zycto and become a vital part of a team committed to shaping exceptional customer journeys.
Key Responsibilities
- Handle a high volume of inbound and outbound customer inquiries via phone calls and live chat, ensuring prompt and accurate responses.
- Actively listen to customers to understand their needs, concerns, and feedback, providing empathetic and effective solutions.
- Troubleshoot common issues and provide clear, step-by-step guidance to resolve customer problems.
- Escalate complex technical or service-related issues to appropriate internal teams when necessary.
- Accurately document all customer interactions, resolutions, and feedback in the CRM system.
- Maintain a deep understanding of company products, services, and policies to provide comprehensive support.
- Adhere to company service standards and operational procedures to ensure consistency and quality.
- Collaborate with team members and other departments to improve overall customer experience and internal processes.
- Participate in ongoing training and development programs to enhance product knowledge and customer service skills.
Required Skills
- Excellent verbal and written communication skills in English.
- Strong active listening and empathetic skills.
- Proven problem-solving abilities and a solution-oriented mindset.
- Proficiency in using CRM software and other communication tools.
- High level of computer literacy and ability to learn new software quickly.
- Ability to work independently in a remote environment with minimal supervision.
- Exceptional time management and organizational skills.
- Adaptability and resilience in a fast-paced, dynamic setting.
- A quiet, dedicated home workspace with reliable internet connection and a functional computer/headset.
Preferred Qualifications
- Previous experience (1+ year) in a customer service, call center, or remote support role.
- Familiarity with Google Workspace (Gmail, Docs, Sheets) or similar productivity tools.
- Experience with chat support platforms.
- Associate's Degree or equivalent professional certification.
- Ability to communicate in local Nigerian languages (e.g., Yoruba, Igbo, Hausa) is a plus.
Perks & Benefits
- Competitive monthly salary.
- Opportunity to work from the comfort of your home (100% remote).
- Comprehensive training and continuous professional development programs.
- Performance-based bonuses and incentives.
- A supportive and collaborative team environment.
- Flexible working hours to promote work-life balance.
- Opportunities for career advancement within a growing organization.
How to Apply
Interested candidates are encouraged to click on the application link below to submit their resume and a cover letter detailing their relevant experience and why they are a great fit for this remote Customer Experience Agent role. Please ensure your application highlights your communication skills and remote work capabilities.
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