About Company
Are you ready to elevate your career in customer service within the dynamic e-commerce sector? At Career.zycto, we believe that outstanding online chat support is the cornerstone of successful digital commerce. We’re a forward-thinking organization dedicated to creating seamless customer journeys for our diverse portfolio of e-commerce clients. For an online chat support specialist, Career.zycto offers a vibrant, supportive environment where your communication skills will directly impact customer satisfaction and business growth. We champion professional development and recognize the vital role you play in connecting businesses with their customers, making us the ideal place to build a rewarding career.
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Job Description
Career.zycto is seeking a dedicated and enthusiastic Online Chat Support Specialist to join our growing team in Mushin, Lagos. In this pivotal role, you will be the first point of contact for customers interacting with various e-commerce platforms we support. Your primary responsibility will be to provide real-time, high-quality customer assistance through chat, ensuring every interaction is positive, efficient, and leads to a satisfactory resolution.
We are looking for someone with exceptional written communication skills, a knack for problem-solving, and a genuine passion for helping people. You will become an expert on the products and services offered by our e-commerce partners, guiding customers through their online shopping experience, resolving inquiries about orders, shipping, product details, returns, and technical issues. This role requires a proactive approach, the ability to multitask effectively in a fast-paced environment, and a commitment to maintaining a high standard of customer service. You will contribute directly to customer loyalty and the overall success of the e-commerce businesses we serve. Join us and be an integral part of shaping excellent online customer experiences!
Key Responsibilities
- Provide timely and accurate responses to customer inquiries via live chat regarding products, orders, shipping, payments, and general e-commerce platform navigation.
- Diagnose and resolve customer issues efficiently, offering clear and concise solutions.
- Escalate complex or unresolved issues to the appropriate internal teams or supervisors for further investigation.
- Maintain a comprehensive understanding of various e-commerce platforms, products, and services supported by Career.zycto.
- Document all customer interactions and resolutions accurately in the CRM system.
- Collaborate with team members to share knowledge and best practices for improved customer satisfaction.
- Meet and exceed defined key performance indicators (KPIs) such as response time, resolution rate, and customer satisfaction scores.
- Provide feedback on recurring customer issues to help improve product or service offerings.
- Adhere to company policies and procedures regarding customer data privacy and service standards.
Required Skills
- Excellent written communication skills in English, with strong grammar and spelling.
- Proficiency in typing with speed and accuracy.
- Demonstrated ability to empathize with customers and understand their needs.
- Strong problem-solving and critical thinking abilities.
- Basic computer literacy and comfort with navigating web-based applications.
- Ability to multitask and manage multiple chat conversations simultaneously.
- Customer service-oriented mindset with a polite and professional demeanor.
- High school diploma or equivalent.
Preferred Qualifications
- Minimum of 6 months of experience in a customer service role, preferably in online chat support or a call center environment.
- Familiarity with e-commerce platforms and online shopping processes.
- Experience using CRM software (e.g., Zendesk, Freshdesk, Salesforce Service Cloud).
- Ability to speak multiple Nigerian languages is a plus.
- Associate's degree or higher qualification.
Perks & Benefits
- Competitive salary and performance-based incentives.
- Comprehensive health insurance package.
- Opportunities for professional development and career growth.
- A supportive and collaborative work environment.
- Paid time off and holidays.
- Regular team-building activities and social events.
How to Apply
If you are a passionate and customer-focused individual ready to make a significant impact, 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.
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