About Company
Career.zycto empowers individuals to connect with their dream careers while supporting businesses in finding exceptional talent. We’re a dynamic, innovative company at the forefront of remote work solutions, dedicated to fostering a supportive and engaging environment for our team. For a Customer Experience Agent seeking flexibility and impact, we offer a unique opportunity to build lasting relationships with diverse clients from the comfort of your home. Join a team where your voice is heard, your skills are valued, and your growth is prioritized, making a tangible difference every day.
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Job Description
Are you a highly empathetic and articulate individual with a passion for delivering exceptional customer service? Career.zycto is actively seeking a dedicated and proactive Remote Customer Experience Agent to join our growing team. In this pivotal role, you will be the friendly voice and helpful text behind our brand, engaging with customers across various digital channels including live chat and phone calls. This is a unique opportunity to provide front-line support, resolve inquiries, and ensure a seamless experience for our diverse clientele, all from the comfort and convenience of your home office.
As a Customer Experience Agent, you will be instrumental in building strong customer relationships and upholding our commitment to excellence. Your day will involve navigating a variety of customer scenarios, from answering product questions and troubleshooting technical issues to guiding users through our services and processing requests. We are looking for someone who can effortlessly switch between communication styles, maintaining a professional yet personable demeanor whether typing out a concise chat response or calmly addressing a concern over the phone. You’ll be equipped with the tools and training necessary to succeed, but your natural problem-solving abilities, patience, and positive attitude will be your greatest assets.
This role demands excellent organizational skills, a keen eye for detail, and the ability to manage multiple interactions simultaneously without compromising quality. You’ll be working independently, yet remain a crucial part of a collaborative remote team, contributing to a vibrant culture of support and continuous improvement. If you’re passionate about making a real difference in customers’ lives, thrive in a dynamic virtual environment, and are eager to grow with a forward-thinking company, we encourage you to apply. Join Career.zycto and help us redefine what exceptional remote customer service looks like!
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Key Responsibilities
- Manage inbound customer inquiries efficiently via live chat and phone calls, providing accurate and timely information.
- Actively listen to customer concerns, identify root causes, and provide effective, empathetic solutions.
- Troubleshoot common issues and guide customers through step-by-step resolutions for product/service-related queries.
- Maintain detailed and accurate records of all customer interactions and transactions in our CRM system.
- Escalate complex or unresolved issues to the appropriate internal teams while ensuring a smooth handover.
- Adhere to company policies and procedures, ensuring data privacy and service quality standards are met.
- Continuously learn about new products, services, and system updates to enhance support capabilities.
- Contribute to team knowledge base by identifying trends and suggesting improvements for customer support processes.
- Achieve and maintain performance targets for response times, resolution rates, and customer satisfaction.
Required Skills
- Exceptional verbal and written communication skills in English.
- Proven ability to actively listen, empathize, and understand customer needs.
- Strong problem-solving and critical thinking abilities.
- Proficiency in using CRM software, live chat platforms, and standard office applications.
- Ability to work independently and manage time effectively in a remote setting.
- Reliable high-speed internet connection and a dedicated, quiet home workspace.
- Customer-centric mindset with a commitment to delivering outstanding service.
- Adaptability and resilience in handling diverse customer interactions and challenging situations.
Preferred Qualifications
- Minimum of 1 year of experience in a customer service or call center role, preferably remote.
- Experience with Zendesk, Freshdesk, or similar customer support platforms.
- Familiarity with basic technical troubleshooting.
- Ability to communicate in additional local languages (e.g., Yoruba, Igbo, Hausa).
- Certification in customer service or a related field.
Perks & Benefits
- Fully remote work opportunity, offering flexibility and work-life balance.
- Competitive monthly salary with performance-based incentives.
- Comprehensive health and wellness benefits.
- Paid time off and public holidays.
- Ongoing training and professional development opportunities.
- Supportive and collaborative team environment.
- Opportunity for career growth within a rapidly expanding company.
- Stipend for internet or utility support.
How to Apply
Interested candidates are invited to submit their application by clicking the link below. Please ensure your resume highlights your relevant customer service experience and remote work capabilities. We look forward to reviewing your application and potentially welcoming you to the Career.zycto team!
