About Company
Are you driven by a passion for connecting with people and resolving challenges? Career.zycto empowers its Customer Experience Agents to be the frontline heroes of our brand, fostering genuine connections from the comfort of their home office. We champion a supportive, technology-forward environment where your communication skills shine, and every interaction leaves a lasting positive impression. Join a team where your empathy and problem-solving prowess are not just valued, but essential to our shared success. Career.zycto is where your career in customer advocacy truly thrives.
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Job Description
Are you a highly empathetic and articulate individual who excels at resolving customer queries and providing exceptional support? Career.zycto is seeking dedicated and enthusiastic Remote Customer Experience Agents to join our dynamic team. In this pivotal role, you will be the first point of contact for our valued customers, delivering unparalleled service primarily through live chat and phone calls. This is a fully remote position, offering you the flexibility to work from your home office in Ebutte-Metta, Lagos, while still being an integral part of a collaborative and supportive environment.
As a Remote Customer Experience Agent, you will handle a diverse range of customer inquiries, from product information and technical assistance to billing questions and general support. Your ability to listen actively, understand customer needs, and articulate solutions clearly and concisely will be paramount. You’ll be expected to navigate multiple systems efficiently, document interactions meticulously, and work autonomously while adhering to established company policies and service level agreements. We are looking for individuals who can transform challenging situations into positive experiences, demonstrating patience, professionalism, and a genuine desire to help.
This role demands excellent time management skills, self-motivation, and the discipline to thrive in a remote setting. While working independently, you will also be part of a larger team, engaging in virtual meetings, training sessions, and collaborative problem-solving. We pride ourselves on continuous learning and growth, offering ample opportunities for professional development and career advancement within Career.zycto. If you are passionate about customer satisfaction, possess a strong work ethic, and are ready to contribute to a forward-thinking organization, we encourage you to apply and become a vital part of our success story.
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Key Responsibilities
- Respond promptly and professionally to customer inquiries via live chat, email, and phone calls, ensuring a high level of customer satisfaction.
- Accurately identify, diagnose, and resolve customer issues, escalating complex problems to the appropriate internal teams when necessary.
- Provide clear, concise, and accurate information regarding products, services, and company policies.
- Maintain detailed and accurate records of all customer interactions and transactions in our CRM system.
- Meet and exceed individual and team performance targets, including response times, resolution rates, and customer satisfaction scores.
- Actively listen to customer feedback and contribute to improving processes and service offerings.
- Participate in ongoing training and development sessions to enhance product knowledge and customer service skills.
- Adhere strictly to data privacy and security protocols while handling sensitive customer information.
- Collaborate effectively with team members and other departments to ensure a seamless customer experience.
Required Skills
- Exceptional written and verbal communication skills in English.
- Proven ability to handle customer inquiries effectively across chat and phone channels.
- Strong problem-solving and analytical abilities with a focus on first-contact resolution.
- Proficiency in using CRM software and other customer support tools.
- Ability to multitask, prioritize, and manage time efficiently in a fast-paced environment.
- Reliable high-speed internet connection and a dedicated, quiet home workspace.
- High level of empathy, patience, and a positive customer-centric attitude.
- Strong technical aptitude and ability to quickly learn new software and systems.
- Self-motivated and disciplined to work effectively in a remote setting.
Preferred Qualifications
- Minimum of 1 year of experience in a remote customer service or call center role.
- Experience with Zendesk, Salesforce Service Cloud, or similar customer support platforms.
- Familiarity with the local culture and common customer service challenges in Lagos.
- A diploma or degree in a relevant field (e.g., Communications, Business Administration).
- Bilingual proficiency (e.g., English and Yoruba) is a plus.
Perks & Benefits
- Competitive monthly salary with performance-based bonuses.
- Comprehensive health insurance package.
- Generous paid time off and public holidays.
- Flexible remote work environment.
- Opportunities for professional development and career advancement.
- Access to modern customer support tools and technology.
- Supportive team culture and virtual social events.
How to Apply
Ready to make a difference from anywhere? We invite you to apply by clicking on the link below. Please attach your resume and a brief cover letter outlining your experience in customer service and why you are passionate about a remote role. We look forward to reviewing your application!
