About Company
Joining Career.zycto means stepping into a vibrant environment where your voice genuinely makes a difference to our diverse e-commerce clientele. We champion a culture of continuous learning and customer-centricity, providing the ideal platform for driven individuals who thrive on delivering exceptional digital support. As an online chat support specialist, you’ll find ample opportunities to develop your communication prowess and problem-solving skills, contributing directly to user satisfaction and business success. We believe in empowering our team members to become true brand ambassadors, making every interaction count. Your career growth matters here, fostering a path for dedicated professionals in a dynamic tech space.
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Job Description
Career.zycto is actively seeking a motivated and customer-focused Online Chat Support Specialist to enhance our dedicated team in Ojuelegba, Lagos. As a crucial member of our e-commerce platform, you will serve as the primary point of contact for our valued customers, providing exceptional support through live chat channels. This role demands a high degree of empathy, clear communication, and quick problem-solving abilities to ensure a seamless and positive customer experience. You will be instrumental in addressing inquiries ranging from product specifications, order status updates, and delivery logistics to account management and technical troubleshooting.
Our ideal candidate possesses an innate ability to connect with users, translate complex information into easy-to-understand responses, and maintain a professional and friendly demeanor under pressure. You’ll utilize our CRM systems and knowledge base effectively to provide accurate and timely solutions, always aiming to exceed customer expectations. This position offers an exciting opportunity to contribute directly to customer satisfaction and loyalty within a dynamic and rapidly evolving e-commerce landscape. We believe in empowering our specialists with the tools and training necessary to become experts in our platform and deliver world-class service. If you are passionate about helping others, skilled in written communication, and eager to thrive in a digital-first support environment, we invite you to join Career.zycto and help shape the future of online customer service.
Key Responsibilities
- Provide real-time online chat support, addressing customer inquiries related to products, orders, and services promptly and accurately.
- Resolve customer complaints and issues efficiently, escalating complex cases as needed and ensuring timely follow-up.
- Maintain in-depth product and platform knowledge to offer comprehensive solutions to diverse customer queries.
- Accurately document all customer interactions and resolutions within the CRM system.
- Identify and report recurring customer issues or trends to facilitate continuous improvement in service and product.
- Proactively seek opportunities to enhance the customer experience, fostering loyalty and positive brand perception.
- Adhere strictly to company policies, procedures, and service level agreements (SLAs) for consistent quality.
Required Skills
- Minimum 2 years' experience in online chat support or customer service, ideally within e-commerce.
- Exceptional written communication skills with strong English grammar and punctuation.
- Proficiency in CRM software and other customer support tools.
- Proven ability to multitask and prioritize effectively in a fast-paced environment.
- Strong problem-solving skills and meticulous attention to detail.
- High degree of empathy, patience, and a customer-centric attitude.
- Ability to work both independently and collaboratively as part of a team.
Preferred Qualifications
- Bachelor's degree or HND in a relevant field.
- Familiarity with e-commerce platforms and online retail operations.
- Experience with ticketing systems and knowledge base management.
- Proficiency in an additional local language (e.g., Yoruba, Igbo, Hausa).
Perks & Benefits
- Competitive salary and performance-based incentives.
- Comprehensive health and wellness benefits.
- Opportunities for professional development and career advancement.
- Supportive and collaborative work environment.
- Regular team-building activities and social events.
How to Apply
Interested candidates are encouraged to apply by clicking the application link below. Please ensure your resume highlights your relevant experience in online chat support and e-commerce customer service.
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