About Company
Ignite your career journey with Career.zycto, a dynamic force shaping the future of digital commerce. We empower businesses to thrive online by delivering unparalleled customer experiences. For an Online Chat Support professional, Career.zycto offers a vibrant, supportive environment where your communication skills directly impact customer satisfaction and business growth. Join a team dedicated to innovation, continuous learning, and fostering a culture where every interaction matters. We’re committed to nurturing talent and providing the tools you need to excel in a fast-paced e-commerce landscape.
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Job Description
Are you a natural communicator with a passion for helping others? Do you thrive in a fast-paced digital environment where every customer interaction is an opportunity to make a difference? Career.zycto is seeking a dedicated and enthusiastic Online Chat Support Specialist to join our growing team in Isolo, Lagos. In this pivotal role, you will be the frontline voice of our e-commerce platform, providing real-time assistance, resolving queries, and ensuring a seamless shopping experience for our valued customers.
As an Online Chat Support Specialist, you will be instrumental in building customer loyalty and driving satisfaction by offering prompt, accurate, and friendly support. You’ll navigate a variety of customer inquiries, from product information and order tracking to troubleshooting minor technical issues and processing returns, all through our live chat system. This isn’t just about answering questions; it’s about connecting with customers, understanding their needs, and going the extra mile to leave them delighted. You’ll work closely with other departments, including sales and logistics, to ensure a cohesive and efficient service delivery. We are looking for someone who is not only proficient in written communication but also possesses strong problem-solving abilities and a genuine desire to help. If you’re eager to contribute to a vibrant e-commerce platform and grow your career in customer service, we encourage you to apply.
Key Responsibilities
- Provide real-time online chat support to customers regarding product inquiries, order status, shipping, returns, and general website navigation.
- Resolve customer issues efficiently and courteously, escalating complex problems to relevant departments when necessary.
- Maintain accurate and detailed records of customer interactions and transactions using our CRM system.
- Educate customers on product features, promotions, and self-service options available on the platform.
- Collaborate with internal teams (e.g., logistics, technical support, sales) to ensure timely resolution of customer concerns.
- Identify and report recurring customer issues or feedback to improve overall service quality and user experience.
- Adhere to established service level agreements (SLAs) and quality standards for all customer interactions.
- Actively contribute to knowledge base articles and FAQs to empower customers and reduce incoming inquiries.
Required Skills
- Excellent written communication skills with a strong command of English grammar, spelling, and punctuation.
- Proficiency in using live chat software and CRM systems.
- Strong problem-solving abilities and a keen eye for detail.
- Ability to multitask, prioritize, and manage time effectively in a fast-paced environment.
- Empathy and a customer-centric approach to service delivery.
- Basic computer literacy and ability to quickly learn new software.
- Typing speed of at least 40 words per minute with high accuracy.
Preferred Qualifications
- Previous experience in an online chat support or customer service role, preferably within an e-commerce context.
- Familiarity with e-commerce platforms and online retail processes.
- A diploma or degree in Business Administration, Communications, or a related field.
- Ability to adapt quickly to new technologies and product updates.
- Experience with Zendesk, Intercom, or similar customer support platforms.
Perks & Benefits
- Competitive monthly salary.
- Comprehensive health insurance coverage.
- Performance-based bonuses and incentives.
- Opportunities for professional development and career growth.
- A vibrant and collaborative work environment.
- Paid time off and public holidays.
- Employee discount on platform products.
- Regular team-building activities and social events.
How to Apply
Ready to make a significant impact on customer satisfaction within a thriving e-commerce environment? We encourage you to click on the application link below to submit your resume and a compelling cover letter outlining your relevant experience and why you are the ideal candidate for this role. We look forward to reviewing your application!
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