About Company
Unlock your potential with Career.zycto, a forward-thinking organization dedicated to connecting top talent with unparalleled opportunities across diverse sectors. We pride ourselves on fostering environments where innovation, customer satisfaction, and personal growth thrive. For a Customer Experience Agent, Career.zycto offers a unique remote setting that champions flexibility while ensuring robust support and resources. Join a team where your voice is heard, your contributions are valued, and your career trajectory is truly in your hands. We believe exceptional service begins with empowered employees, making us the ideal place to build a rewarding customer-centric career.
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Job Description
Are you a highly empathetic, articulate, and solutions-oriented individual with a passion for delivering exceptional customer experiences? Career.zycto is seeking a dedicated Remote Customer Experience Agent (CSR for Chat & Calls) to join our dynamic team in Oshodi, Oshodi-Isolo. In this crucial role, you will be the frontline voice and text of our company, directly impacting our customers’ satisfaction and loyalty by providing top-tier support for our diverse clientele.
As a Remote Customer Experience Agent, you will be primarily responsible for delivering world-class support through various channels, including live chat, email, and phone calls. Your day will involve expertly navigating a wide range of customer inquiries, from troubleshooting technical issues and explaining product features to assisting with account management and resolving billing discrepancies. We expect you to handle these interactions with an unwavering commitment to empathy, efficiency, and accuracy, ensuring every customer feels heard, valued, and satisfied. This role isn’t just about answering questions; it’s about proactively identifying customer needs, anticipating potential problems, and transforming challenges into opportunities to build lasting relationships. You will serve as a brand ambassador, reflecting Career.zycto’s dedication to excellence in every interaction.
The ideal candidate will thrive in a fast-paced, remote environment, demonstrating exceptional multitasking abilities to manage several chat conversations while simultaneously handling incoming calls or processing administrative tasks. You will leverage cutting-edge CRM software and communication platforms to ensure seamless and personalized customer interactions. We are deeply committed to empowering our agents with comprehensive knowledge, ongoing training, and robust resources, fostering an environment where continuous professional growth is not just encouraged, but expected. This remote position offers the flexibility to work from the comfort of your home, provided you maintain a stable internet connection, a reliable workstation, and a quiet, professional workspace free from distractions. If you are passionate about making a tangible difference in customers’ lives, are adept at problem-solving, and are ready to contribute to a company that values innovation, teamwork, and outstanding service, we strongly encourage you to apply. Join Career.zycto and help us define the future of customer experience, one interaction at a time!
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Key Responsibilities
- Manage a high volume of customer interactions via chat, email, and phone with professionalism and efficiency.
- Diagnose and resolve customer inquiries and technical issues accurately and promptly.
- Provide comprehensive product and service information, guiding customers through features and processes.
- Maintain meticulous records of customer interactions and transactions using CRM software.
- Escalate complex or unresolved issues to appropriate internal teams when necessary.
- Proactively identify and suggest improvements to customer service processes and tools.
- Meet and exceed individual and team performance targets, including response times and customer satisfaction scores.
- Stay current with product updates, service changes, and company policies.
- Collaborate effectively with team members in a remote setting to ensure consistent service delivery.
Required Skills
- Minimum of 1.5 years of experience in a customer service or contact center role.
- Exceptional written and verbal communication skills in English.
- Strong active listening and problem-solving abilities.
- Proficiency with CRM software (e.g., Zendesk, Salesforce) and online communication tools.
- Ability to multitask, prioritize, and manage time effectively in a dynamic environment.
- High level of empathy and a genuine customer-centric mindset.
- Reliable high-speed internet connection and a dedicated, quiet home workspace.
- Strong technical aptitude and ability to quickly learn new software and systems.
Preferred Qualifications
- Previous experience in a remote customer service role.
- Familiarity with the recruitment or HR technology industry.
- Proficiency in additional local languages (e.g., Yoruba, Hausa, Igbo).
- Associate's or Bachelor's degree in a relevant field.
- Experience with chat-based customer support platforms.
Perks & Benefits
- Competitive monthly salary with performance-based bonuses.
- Flexible remote work environment, promoting work-life balance.
- Comprehensive health and wellness benefits.
- Ongoing training and professional development opportunities.
- Clear career advancement paths within a growing company.
- Supportive and collaborative virtual team culture.
- Access to modern tools and technologies for efficient work.
How to Apply
Interested candidates are encouraged to apply by submitting their resume and a cover letter detailing their experience and suitability for this remote role. Please click on the application link below to proceed with your application. We look forward to reviewing your application and potentially welcoming you to the Career.zycto team!
