About Company
Join Career.zycto, a forward-thinking organization dedicated to redefining customer support through innovation and empathy. We believe that exceptional customer experiences are built on a foundation of genuine connection and swift resolution. Our remote-first culture empowers our team to thrive from anywhere, fostering an environment where your voice is heard, and your contributions truly matter. We’re passionate about professional growth, offering continuous learning opportunities to ensure our Customer Experience Agents become masters of their craft, making a tangible impact on our success and customer satisfaction every single day.
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Job Description
Career.zycto is on the lookout for a highly motivated and customer-centric Remote Customer Experience Agent to join our dynamic team. In this pivotal role, you will be the frontline voice and face of our brand, interacting with customers primarily through chat and phone calls to resolve inquiries, provide information, and deliver an unparalleled service experience. This is more than just a support role; it’s an opportunity to build lasting relationships, understand customer needs deeply, and contribute directly to our reputation for excellence.
Working remotely means you’ll have the flexibility to manage your work-life balance, but it also demands a high degree of self-discipline, excellent time management skills, and a commitment to maintaining a professional home office environment. You’ll be part of a supportive virtual team, leveraging cutting-edge communication tools and a robust knowledge base to assist customers with a wide range of issues, from product inquiries to technical support and billing questions. We are committed to empowering our agents with the training and resources needed to succeed, ensuring you feel confident and capable in every interaction. We value empathy, clear communication, and a proactive approach to problem-solving. If you are passionate about helping people, thrive in a fast-paced environment, and are eager to grow your career with a company that truly values its employees and customers, then we encourage you to apply. Your success will be measured by customer satisfaction, resolution rates, and your ability to embody Career.zycto’s core values in every interaction. Come help us shape the future of customer experience!
Key Responsibilities
- Engage with customers professionally and empathetically via live chat and phone calls to address inquiries and resolve issues.
- Provide accurate, complete, and timely information to customers regarding products, services, and policies.
- Troubleshoot common customer problems, escalating complex issues to appropriate departments when necessary.
- Document all customer interactions and resolutions thoroughly in our CRM system.
- Maintain a high level of customer satisfaction and strive for first-contact resolution.
- Collaborate with team members and other departments to ensure a seamless customer experience.
- Continuously learn and stay updated on product knowledge, service updates, and company policies.
- Adhere to company guidelines and quality standards for all customer interactions.
- Manage time effectively to meet service level agreements and productivity targets in a remote setting.
Required Skills
- Minimum of 1 year experience in a customer service role, preferably in a call center or remote environment.
- Exceptional written and verbal communication skills in English.
- Proven ability to empathize with customers and de-escalate challenging situations.
- Proficiency in using CRM software and basic computer applications (e.g., Microsoft Office Suite).
- Strong problem-solving and critical thinking abilities.
- Reliable high-speed internet connection and a quiet, dedicated home workspace.
- Excellent time management and organizational skills.
- Ability to work independently and as part of a virtual team.
Preferred Qualifications
- Bachelor's degree or HND in any discipline.
- Experience with Zendesk, Freshdesk, or similar customer support platforms.
- Familiarity with remote work best practices and tools.
- Previous experience supporting customers in a tech or e-commerce industry.
- Bilingualism (e.g., English and Yoruba/Igbo/Hausa) is a plus.
Perks & Benefits
- Competitive salary and performance-based incentives.
- Comprehensive health benefits.
- Paid time off and holidays.
- Opportunities for professional development and career advancement.
- Access to a robust knowledge base and continuous training.
- Supportive and collaborative remote work environment.
- Employee assistance program.
- Home office stipends (e.g., internet, electricity, if applicable).
How to Apply
If you’re ready to make a significant impact and grow your career with a company that champions its customers and employees, we encourage you to apply! Please click on the application link below to submit your resume and a brief cover letter outlining your relevant experience and why you are the ideal candidate for this remote role.
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