About Company
Are you driven by the opportunity to make a tangible difference in customer satisfaction? Career.zycto is a dynamic force in empowering e-commerce businesses to thrive through unparalleled customer engagement. We build robust support systems that ensure seamless online experiences, believing that every interaction is a chance to build loyalty. For a dedicated online chat support specialist, our environment offers a collaborative spirit, cutting-edge tools, and a clear path for professional growth within a company that truly values clear communication and efficient problem-solving. Join us in shaping the future of digital customer service.
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Job Description
Career.zycto is on the lookout for a highly motivated and exceptionally customer-centric Online Chat Support Specialist to enrich our dynamic team in Gbagada, Lagos. As a key player in our operations, you will serve as the immediate point of contact for customers navigating various e-commerce platforms we support, delivering real-time assistance with empathy and expertise via live chat. Your primary mission will be to transform customer queries into seamless, positive experiences, effectively resolving issues, addressing concerns, and providing timely information to ensure utmost satisfaction and foster loyalty. This demanding yet rewarding position calls for a proactive problem-solver with impeccable written communication skills, a natural ability to connect with people, and a solid grasp of the fast-evolving e-commerce landscape. If you are adept at thriving under pressure in a digital-first environment and possess an unyielding passion for delivering top-tier customer service, we enthusiastically invite you to contribute your talents to a team celebrated for its commitment to excellence. Your capacity to expertly navigate a diverse array of customer scenarios, offer precise and comprehensive details about products and services, and gently guide users through every step of their online purchasing journey will be absolutely instrumental to our collective triumph. We champion individuals who not only adeptly solve problems but also possess the foresight to anticipate customer needs, skillfully converting potential frustrations into genuinely positive and memorable engagements. This role presents an unparalleled opportunity to engage with a broad spectrum of e-commerce brands, significantly broaden your professional skill set in advanced digital communication, and directly influence pivotal metrics like customer loyalty and sustained business expansion. Embark on a journey with us to become an integral part of a vibrant culture that relentlessly champions innovation, actively promotes continuous learning, and fosters an incredibly supportive teamwork environment where every voice is heard and valued.
Key Responsibilities
- Respond promptly and professionally to customer inquiries, complaints, and feedback via live chat, ensuring first-contact resolution whenever possible.
- Provide accurate, detailed information regarding products, services, orders, shipping, returns, and payment processes for various e-commerce platforms.
- Effectively diagnose and troubleshoot customer issues, guiding them through technical processes or escalating complex problems to relevant internal teams when necessary.
- Maintain a comprehensive understanding of all supported e-commerce platform policies, products, and services to ensure consistent and reliable support.
- Document all customer interactions, resolutions, and follow-up actions accurately in the CRM system.
- Proactively identify opportunities to improve the customer experience and contribute to knowledge base articles or FAQ sections.
- Meet and exceed individual and team performance metrics, including response time, resolution rate, and customer satisfaction scores (CSAT).
- Collaborate with other departments, such as sales and technical support, to ensure a seamless customer journey.
- Handle sensitive customer information with discretion and uphold data privacy standards.
- Stay updated with new product launches, e-commerce trends, and customer service best practices.
Required Skills
- Minimum 1 year of proven experience in customer service, preferably in an online chat or e-commerce environment.
- Exceptional written communication skills with impeccable grammar, spelling, and punctuation in English.
- Strong typing speed and accuracy.
- Demonstrated ability to empathize with customers and understand their needs.
- Excellent problem-solving and critical-thinking abilities.
- Proficiency in using CRM software and live chat platforms.
- Ability to multitask, prioritize, and manage time effectively in a fast-paced setting.
- Tech-savvy with the ability to quickly learn new tools and systems.
- High school diploma or equivalent.
Preferred Qualifications
- Experience with specific e-commerce platforms (e.g., Shopify, WooCommerce, Magento).
- Familiarity with ticketing systems and knowledge base management.
- Basic understanding of digital marketing or online sales principles.
- Relevant certifications in customer service or communication.
- Ability to speak additional local languages (e.g., Yoruba, Igbo) is a plus.
Perks & Benefits
- Competitive salary package.
- Comprehensive health insurance.
- Paid time off and public holidays.
- Opportunities for professional development and career growth.
- Modern and ergonomic office environment in Gbagada.
- Supportive and collaborative team culture.
- Regular team-building activities.
- Access to e-learning platforms.
How to Apply
Interested and qualified candidates are encouraged to apply by clicking the application link below. Please ensure your resume highlights relevant experience in customer service, particularly within an online or e-commerce environment. We look forward to reviewing your application.
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