About Company
Are you passionate about customer satisfaction and thrive in a fast-paced digital environment? Career.zycto is at the forefront of powering seamless e-commerce experiences across Nigeria, dedicated to connecting customers with the products they love. We’re a dynamic team committed to innovation and excellence in online retail. For an Online Chat Support professional, this means being the direct voice of our brand, resolving queries efficiently, and turning every interaction into an opportunity for positive engagement. Join us and contribute to a vibrant culture where your problem-solving skills make a real impact on thousands of daily customers, ensuring their journey is smooth and delightful. Career.zycto values empathy and proactive support, making it the perfect place for you to grow.
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Job Description
Career.zycto is searching for a highly motivated and customer-centric Online Chat Support Specialist to join our thriving e-commerce platform team in Lagos Island. In this essential role, you will be the first point of contact for our valued customers, providing exceptional real-time support through chat channels. You’ll be instrumental in shaping the customer experience, resolving inquiries, troubleshooting issues, and guiding users through our platform with efficiency and a friendly demeanor.
This position requires an individual who is not only adept at written communication but also possesses a genuine desire to help others and maintain a positive brand image. You will handle a diverse range of customer queries, from order tracking and product information to payment issues and technical support. Your ability to think on your feet, empathize with customers, and provide accurate, concise solutions will be paramount. We are looking for someone who can manage multiple chat conversations simultaneously without compromising on quality or response times. You’ll play a crucial role in collecting customer feedback, identifying trends, and collaborating with our product and development teams to enhance the overall user experience.
At Career.zycto, we believe that excellent customer support is the cornerstone of our success. We offer a dynamic work environment where continuous learning and professional development are encouraged. If you are a problem-solver at heart, possess strong communication skills, and are eager to contribute to a leading e-commerce brand, we encourage you to apply. This is an exciting opportunity to grow your career within a company that is rapidly expanding and truly values its people.
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Key Responsibilities
- Provide prompt, professional, and accurate support to customers via live chat on our e-commerce platform.
- Efficiently resolve customer inquiries related to product details, order status, shipping, payments, and returns.
- Guide customers through website navigation, account management, and troubleshooting common technical issues.
- Maintain a high level of customer satisfaction by delivering empathetic and solution-oriented responses.
- Document all customer interactions and resolutions accurately in our CRM system.
- Collaborate with internal teams (e.g., logistics, product, technical) to escalate complex issues and ensure timely resolution.
- Identify and report recurring customer issues or trends to improve service quality and platform functionality.
- Stay updated on product information, company policies, and e-commerce best practices.
Required Skills
- Minimum of 1 year experience in online chat support or customer service, preferably in an e-commerce environment.
- Excellent written communication skills with a strong command of English 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 live chat platforms.
- Typing speed of at least 40 WPM.
- Customer-focused mindset with a strong emphasis on empathy and service excellence.
Preferred Qualifications
- Bachelor's degree or HND in any discipline.
- Experience with Zendesk, Intercom, or similar customer support tools.
- Familiarity with e-commerce platforms and online retail operations.
- Ability to speak local Nigerian languages (e.g., Yoruba, Igbo, Hausa) is a plus.
Perks & Benefits
- Competitive salary and performance bonuses.
- Comprehensive health insurance package.
- Professional development and training opportunities.
- A vibrant, collaborative, and inclusive work environment.
- Employee discounts on platform products.
- Paid time off and holidays.
How to Apply
Interested candidates who meet the above criteria are encouraged to click on the application link below to submit their CV and a compelling cover letter outlining their experience and suitability for this role. Please ensure your application highlights your proficiency in online chat support and your passion for customer service within an e-commerce context. We look forward to reviewing your application!
