About Company
Unlock your potential in customer service with Career.zycto, a forward-thinking organization dedicated to connecting talent with opportunity and delivering exceptional service solutions. We pride ourselves on fostering a supportive, innovative remote work environment where every customer interaction is valued, and agent growth is prioritized. For a customer experience agent, Career.zycto offers a unique platform to refine your communication skills, solve diverse challenges, and truly make an impact from the comfort of your home. Join a team where your dedication to customer satisfaction is recognized and rewarded, helping us build lasting relationships one conversation at a time.
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Job Description
Are you a highly motivated individual with a passion for helping people and a knack for clear communication? Career.zycto is actively seeking empathetic and results-driven Customer Experience Agents to join our dynamic remote team. This is an exciting opportunity to deliver exceptional support to our diverse clientele through both live chat and phone interactions, all from the comfort and convenience of your home office in Abijo, Lagos.
As a Remote Customer Experience Agent, you will be the frontline voice and text of Career.zycto, playing a pivotal role in shaping our customers’ perceptions and ensuring their satisfaction. Your primary responsibilities will include skillfully navigating customer inquiries, providing accurate and timely information, troubleshooting issues, and resolving concerns with a friendly and professional demeanor. We are looking for individuals who can seamlessly transition between chat and call queues, maintaining a high standard of service across all channels.
This role requires a proactive problem-solver who can think on their feet, demonstrate strong active listening skills, and articulate solutions clearly and concisely. You’ll be responsible for documenting all interactions thoroughly, adhering to company guidelines, and escalating complex issues when necessary. We value agents who are not just reactive but also proactive in identifying potential areas for improvement in our service delivery. If you thrive in a fast-paced, support-oriented environment, possess excellent multitasking capabilities, and are committed to creating positive customer experiences, we encourage you to apply. Join Career.zycto and become an integral part of a team dedicated to excellence and continuous improvement in customer satisfaction.
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Key Responsibilities
- Handle a high volume of inbound and outbound customer inquiries efficiently via live chat and phone calls.
- Provide accurate, valid, and complete information by using the right methods/tools.
- Address customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution.
- 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 build sustainable relationships of trust.
- Escalate unresolved issues to the designated departments for further investigation.
- Maintain a professional and empathetic approach in all customer interactions.
- Continuously learn and adapt to new product knowledge and service updates.
Required Skills
- Proven customer support experience or experience as a Client Service Representative (CSR).
- Excellent verbal and written communication skills in English.
- Strong phone contact handling skills and active listening.
- Ability to multi-task, prioritize, and manage time effectively.
- Proficiency with CRM systems and practices.
- Customer orientation and ability to adapt/respond to different types of characters.
- High-speed internet connection and a conducive, quiet home office environment.
- Reliable personal computer with necessary specifications for remote work.
Preferred Qualifications
- Previous experience working in a remote customer service role.
- Familiarity with various communication platforms (e.g., Zendesk, LiveChat).
- Ability to speak additional local Nigerian languages (e.g., Yoruba, Igbo, Hausa).
- Higher National Diploma (HND) or Bachelor's degree in a relevant field.
- Experience with basic technical troubleshooting.
Perks & Benefits
- Competitive monthly salary with performance-based incentives.
- Comprehensive remote training and ongoing professional development.
- Opportunity to work from the comfort of your home.
- Flexible scheduling options to support work-life balance.
- Access to wellness programs and resources.
- Clear pathways for career growth and advancement within the company.
- Supportive and collaborative team environment.
How to Apply
If you are eager to embark on a rewarding career as a Remote Customer Experience Agent with Career.zycto, please click on the application link below to submit your resume and a cover letter detailing your relevant experience and why you are the ideal candidate for this role. We look forward to reviewing your application!
