About Company
Career.zycto empowers individuals and businesses through innovative digital solutions and exceptional service. We believe that outstanding customer interaction is the bedrock of lasting success, especially in the fast-paced e-commerce world. For an online chat support specialist, this means a dynamic environment where your impact is immediate and valued. Join our team to thrive in a culture that champions continuous learning, collaboration, and using cutting-edge tools to deliver seamless customer experiences. If you’re passionate about making a real difference and growing your career, Career.zycto is your ideal next step.
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Job Description
Are you a natural communicator with a passion for helping others navigate the exciting world of e-commerce? Career.zycto is seeking a dedicated and enthusiastic Online Chat Support Specialist to join our vibrant team in Victoria Island, Lagos. In this crucial role, you will be the first point of contact for our e-commerce platform users, providing real-time assistance, resolving inquiries, and ensuring a smooth and positive shopping experience. This isn’t just about answering questions; it’s about building trust, enhancing brand loyalty, and contributing directly to our customer satisfaction metrics. You’ll engage with customers through live chat, guiding them through product selections, order status, technical issues, and general platform navigation. We’re looking for someone who can quickly understand customer needs, provide clear and concise solutions, and maintain a friendly, professional demeanor even under pressure. If you thrive in a fast-paced environment and love finding creative solutions, we encourage you to apply and become an integral part of our growing digital success story.
Key Responsibilities
- Provide prompt, professional, and friendly online chat support to customers regarding e-commerce platform inquiries, product information, order status, and technical assistance.
- Efficiently resolve customer issues and complaints, escalating complex problems to the appropriate internal teams when necessary.
- Maintain a comprehensive understanding of our e-commerce platform's features, products, and services to provide accurate and up-to-date information.
- Document all customer interactions accurately and thoroughly within the CRM system, ensuring data integrity.
- Collaborate with sales, marketing, and technical teams to improve customer experience and internal processes, providing valuable customer feedback.
- Identify and escalate recurring customer issues or trends to management for potential system or process improvements.
- Ensure compliance with company policies and service level agreements (SLAs) in all customer interactions.
- Contribute to the continuous improvement of our knowledge base and customer service resources.
Required Skills
- Excellent written communication skills with impeccable grammar and spelling in English.
- Proven ability to multitask and manage multiple chat conversations simultaneously without compromising quality.
- Strong problem-solving skills and a keen eye for detail, with a focus on first-contact resolution.
- Proficiency in using CRM software and online chat platforms for efficient customer management.
- An empathetic and patient approach to customer service, with a genuine desire to help.
- Ability to work effectively in a fast-paced and dynamic environment, adapting to changing priorities.
- Basic computer literacy and comfort with web-based applications and digital tools.
- Minimum typing speed of 40 words per minute with high accuracy.
Preferred Qualifications
- Previous experience (1+ years) in an online chat support, customer service, or e-commerce role.
- Familiarity with various e-commerce platforms and online retail processes, including payment gateways and logistics.
- A proactive attitude towards learning and professional development, keen to grow with the company.
- Experience with knowledge base management or content creation for customer support.
Perks & Benefits
- Competitive salary and performance bonuses based on customer satisfaction and efficiency.
- Comprehensive health insurance plan covering medical, dental, and vision.
- Generous paid time off and observance of all public holidays.
- Opportunities for professional development, training, and career advancement within the company.
- A vibrant, collaborative, and supportive work environment that fosters innovation.
- Modern, ergonomic office space in Victoria Island with state-of-the-art facilities.
- Regular team-building activities, social events, and employee recognition programs.
How to Apply
Eager to make a difference in e-commerce customer support? We’d love to hear from you! Please click on the application link below to submit your resume and a brief cover letter outlining why you are the perfect fit for this role at Career.zycto. We are excited to review your application!
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