About Company
Are you ready to join a forward-thinking team where your passion for customer satisfaction can truly shine? Career.zycto is dedicated to revolutionizing how businesses connect with their customers through innovative digital solutions and exceptional human touch. We cultivate a dynamic and supportive remote work environment, emphasizing continuous development and recognizing the vital role our Customer Experience Agents play in our success. Here, you’ll be empowered to deliver outstanding service, grow your skills, and directly contribute to positive client relationships, making every interaction count. Join us in shaping delightful experiences.
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Job Description
Career.zycto is seeking a highly motivated and empathetic Customer Experience Agent to join our dynamic remote team. In this pivotal role, you will be the friendly voice and helpful text behind our brand, ensuring every interaction leaves a positive and lasting impression. As a Remote CSR specializing in chat and calls, you will play a crucial part in resolving customer inquiries, providing comprehensive information, and offering solutions with efficiency and a personal touch. We value individuals who are proactive, possess excellent communication skills, and are genuinely passionate about supporting customers. This is an exciting opportunity to work from the comfort of your home, contribute to a thriving organization, and grow your career within a supportive and innovative environment. You will be instrumental in maintaining high levels of customer satisfaction, building trust, and representing Career.zycto’s commitment to excellence in every interaction. We believe that exceptional customer service is the backbone of our success, and your dedication will directly contribute to our reputation and growth.
Key Responsibilities
- Respond to customer inquiries via live chat, email, and phone calls in a timely and professional manner.
- Provide accurate, valid, and complete information by using the right methods/tools.
- Handle customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution.
- Identify and assess customer needs to achieve satisfaction.
- Build sustainable relationships of trust through open and interactive communication.
- Keep records of customer interactions, process customer accounts, and file documents.
- Follow communication procedures, guidelines, and policies.
- Take the extra mile to engage customers and exceed expectations.
- Collaborate with team members and other departments to ensure a seamless customer experience.
- Contribute to the continuous improvement of customer service processes and tools.
Required Skills
- Proven customer support experience or experience as a Client Service Representative.
- Excellent communication and presentation skills (verbal and written).
- Ability to multi-task, prioritize, and manage time effectively in a remote setting.
- Strong phone contact handling skills and active listening.
- Customer orientation and ability to adapt/respond to different types of characters.
- High level of empathy, patience, and emotional intelligence.
- Proficiency with CRM systems and general office productivity tools.
- Stable internet connection and a quiet, conducive home office environment.
- Problem-solving aptitude and a proactive approach to issue resolution.
Preferred Qualifications
- Familiarity with Zendesk, Freshdesk, Intercom, or similar customer service software platforms.
- Previous experience in a remote customer service role, particularly handling both chat and calls.
- A degree or diploma in a relevant field (e.g., Communications, Business Administration, Marketing).
- Fluency in an additional local Nigerian language (e.g., Yoruba, Igbo, Hausa).
- Experience working in a fast-paced, high-volume customer service environment.
Perks & Benefits
- Flexible remote work schedule, allowing for a better work-life balance.
- Competitive salary package with potential for performance-based bonuses.
- Opportunities for continuous professional development and career advancement within Career.zycto.
- Access to cutting-edge customer service tools and technologies.
- A supportive, collaborative, and inclusive team environment.
- Comprehensive health and wellness benefits (details provided upon offer).
- Regular virtual team-building activities and events.
How to Apply
Ready to make a difference? If you are a passionate, customer-focused individual looking for a challenging yet rewarding remote opportunity, we encourage you to apply! Please click the link below to submit your resume and a cover letter detailing your relevant experience and why you are the ideal candidate for this role. Highlight your experience in remote work, chat, and call support. We look forward to reviewing your application and potentially welcoming you to our innovative team!
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