About Company
Imagine a dynamic e-commerce environment where your words directly shape customer happiness. At Career.zycto, we are pioneering innovative digital retail experiences, and our commitment to outstanding customer service is paramount. We believe in empowering our team members, fostering a collaborative culture where every interaction counts. For an online chat support professional, Career.zycto offers a vibrant, growth-oriented setting where your communication skills will directly contribute to our success and customer loyalty. Join us in building seamless, positive customer journeys.
Advertisement
Job Description
Career.zycto is on the lookout for a highly motivated and customer-focused Online Chat Support Agent to join our thriving e-commerce team in Ogudu, Lagos. In this vital role, you will be the friendly and efficient voice (or rather, text!) of our brand, interacting directly with customers via live chat to provide exceptional support, answer inquiries, and resolve issues promptly. Your mission will be to ensure every customer interaction is positive, informative, and leaves them feeling valued and understood.
Working within our fast-paced e-commerce environment, you will play a crucial part in maintaining high levels of customer satisfaction and loyalty. This isn’t just about answering questions; it’s about anticipating needs, problem-solving on the fly, and expertly guiding customers through their online shopping experience. You’ll be the first point of contact for anything from product information and order status updates to technical assistance and navigating our platform. If you possess excellent written communication skills, a knack for empathy, and thrive in a dynamic, technology-driven setting, then we encourage you to apply and help us redefine customer service excellence.
Key Responsibilities
- Engage customers proactively and reactively through live chat to address their queries, concerns, and feedback.
- Provide accurate and comprehensive information regarding products, services, pricing, and promotional offers.
- Assist customers with navigating our e-commerce platform, placing orders, managing accounts, and tracking shipments.
- Efficiently troubleshoot and resolve customer issues such as payment problems, login difficulties, and technical glitches.
- Process returns, exchanges, and cancellations in accordance with company policies and procedures.
- Escalate complex or unresolved issues to the appropriate internal teams for further investigation and resolution.
- Maintain detailed and accurate records of customer interactions, transactions, and resolutions in our CRM system.
- Continuously learn about new products, services, and platform updates to provide the most current information.
- Contribute to team knowledge base and suggest improvements for chat support processes and customer experience.
Required Skills
- Proven excellent written communication skills in English (grammar, spelling, punctuation).
- Minimum typing speed of 45-50 WPM with high accuracy.
- Strong problem-solving abilities and a methodical approach to issue resolution.
- Exceptional empathy, patience, and a genuine desire to help customers.
- Proficiency in using e-commerce platforms, CRM software, and live chat tools.
- Ability to multitask effectively in a fast-paced environment while maintaining attention to detail.
- Reliable internet access and a suitable home office setup if remote option is considered in future.
- A proactive and positive attitude with a strong work ethic.
Preferred Qualifications
- Previous experience (1+ year) in an online chat support or customer service role, preferably within e-commerce.
- Familiarity with common customer service software such as Zendesk, Intercom, or Freshdesk.
- HND or Bachelor's degree in a relevant field (e.g., Communications, Business Administration).
- Experience in cross-selling or up-selling products/services during customer interactions.
Perks & Benefits
- Competitive monthly salary with performance incentives.
- Comprehensive health and wellness benefits package.
- Opportunities for professional development and continuous learning.
- Clear career growth path within a rapidly expanding e-commerce company.
- A dynamic, supportive, and collaborative work environment.
- Employee discounts on company products.
- Paid time off and public holidays.
How to Apply
Interested candidates are encouraged to apply by clicking the link below. Please ensure your resume highlights your customer service experience and written communication skills. We look forward to reviewing your application and potentially welcoming you to the Career.zycto team!
Advertisement
