About Company
Join a dynamic team at Career.zycto, where innovation meets seamless customer experiences in the booming e-commerce sector. We are on a mission to redefine online support, ensuring every customer interaction is positive, efficient, and memorable. For an Online Chat Support professional, Career.zycto offers a vibrant, collaborative, and growth-oriented environment. Here, your ability to empathize, solve problems quickly, and communicate clearly will be celebrated and developed. We empower our team members with the tools and training needed to excel, making us the ideal launchpad for your career in customer engagement. Discover a culture that values your voice and contribution.
Advertisement
Job Description
Are you passionate about helping people and thrive in a fast-paced online environment? Career.zycto is seeking a dedicated and proactive Online Chat Support professional to join our vibrant team in Ikoyi, Lagos. In this pivotal role, you will be the first point of contact for our e-commerce customers, providing real-time assistance, resolving inquiries, and ensuring a smooth and delightful shopping experience. You’ll be instrumental in building customer loyalty by offering prompt, accurate, and friendly support through live chat channels. This is more than just answering questions; it’s about connecting with customers, understanding their needs, and effectively guiding them through our platform and product offerings. You will handle a diverse range of issues, from order status and product information to technical troubleshooting and payment inquiries, all while maintaining a positive and professional demeanor. We are looking for someone who can think on their feet, problem-solve creatively, and maintain a high level of customer satisfaction even during peak periods. Your ability to quickly grasp customer concerns and provide clear, concise solutions will be key to your success and our customers’ satisfaction. If you are an empathetic communicator with a knack for digital interaction and a commitment to excellence, we encourage you to apply and help us elevate our customer experience to new heights and foster lasting relationships with our user base.
Key Responsibilities
- Provide real-time online chat support to customers regarding product inquiries, order status, shipping, returns, and general platform navigation.
- Efficiently resolve customer issues and complaints with a high degree of empathy and professionalism, escalating complex problems to relevant departments when necessary.
- Maintain up-to-date knowledge of e-commerce products, services, and policies to provide accurate information to customers.
- Document all customer interactions and resolutions accurately in the CRM system.
- Identify and escalate recurring customer issues or trends to improve overall service quality and user experience.
- Collaborate with other departments (e.g., sales, logistics, technical support) to ensure seamless customer service.
- Actively contribute to a positive team environment and share best practices.
- Assist in creating and updating FAQ documents and support articles.
Required Skills
- Excellent written communication skills in English, with strong grammar and spelling.
- Proven ability to multitask and manage multiple chat conversations simultaneously.
- Strong problem-solving skills and a proactive approach to issue resolution.
- Proficiency in using CRM software and other customer support tools.
- High level of empathy and a customer-centric mindset.
- Ability to work effectively in a fast-paced e-commerce environment.
- Reliable internet access and a suitable home workspace (if working remotely or hybrid).
Preferred Qualifications
- Minimum of 1 year of experience in online chat support, customer service, or a related role, preferably within an e-commerce context.
- OND/HND/BSc in any discipline.
- Familiarity with e-commerce platforms and online shopping processes.
- Experience with Zendesk, Intercom, or similar chat support systems.
- A passion for technology and continuous learning.
Perks & Benefits
- Competitive salary and performance-based bonuses.
- Comprehensive health benefits.
- Opportunities for professional growth and career advancement within a growing company.
- Access to ongoing training and development programs.
- A collaborative and supportive work environment.
- Flexible hybrid work model.
- Paid time off and public holidays.
How to Apply
If you are eager to contribute to a leading e-commerce support team and meet the qualifications listed, we encourage you to apply! Please click on the application link below to submit your resume and cover letter. We look forward to reviewing your application.
Advertisement
