About Company
Career.zycto is at the forefront of connecting ambitious talent with dynamic opportunities across Nigeria’s vibrant economic landscape. We excel in empowering individuals to discover roles where they can thrive, contributing meaningfully to innovative businesses. As a pivotal partner in career development, we champion a culture of continuous learning and professional growth. Join our dedicated team, and you’ll find an environment that values your contributions, fosters collaboration, and offers clear pathways for advancing your career within the fast-paced e-commerce sector. We believe in building futures, one successful placement at a time.
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Job Description
This role is crucial for our e-commerce platform’s success, directly impacting customer satisfaction and loyalty. As an Online Chat Support Specialist, you will be the friendly and efficient voice of our brand, engaging with customers in real-time to resolve their inquiries, provide product information, and ensure a seamless shopping experience. We’re looking for someone who is not just adept at typing, but genuinely enjoys problem-solving, has a knack for clear communication, and thrives in a fast-paced digital environment.
Your day-to-day will involve handling a diverse range of customer interactions via live chat, covering everything from order tracking and product details to technical troubleshooting and payment assistance. You’ll be tasked with accurately identifying customer needs, offering personalized solutions, and escalating complex issues to the appropriate internal teams when necessary. This isn’t just about answering questions; it’s about building rapport, anticipating needs, and turning potential frustrations into positive brand experiences. You’ll be a frontline ambassador, representing our commitment to excellence and ensuring every customer feels heard and valued.
We operate in a dynamic e-commerce landscape, meaning no two days are exactly alike. You’ll be expected to quickly adapt to new products, promotions, and platform updates, consistently maintaining a high level of product knowledge. Continuous learning will be a part of your journey, with access to training resources and opportunities to expand your skill set within customer service operations. If you are passionate about helping others, possess an excellent command of written English, and are looking for a role where your communication skills can truly shine, we encourage you to apply. Join a supportive team where your efforts directly contribute to the growth and reputation of a leading e-commerce platform.
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This is an opportunity to immerse yourself in the evolving world of online retail, gaining invaluable experience in customer relationship management and digital communication strategies. We foster an environment where initiative is rewarded, and professional development is encouraged. Your insights from direct customer interaction will be highly valued, contributing to improvements in our service offerings and platform usability. We are committed to creating an inclusive workplace where diverse perspectives are celebrated, and every team member has the chance to make a significant impact. If you’re ready to embark on a fulfilling career path in customer support, delivering exceptional service through engaging online interactions, then this is the perfect role for you. We provide a structured onboarding process to ensure you’re fully equipped to succeed, alongside ongoing coaching and performance feedback.
Key Responsibilities
- Provide real-time online chat support to customers regarding product inquiries, order status, technical issues, and general assistance.
- Resolve customer complaints and concerns efficiently and professionally, maintaining high levels of customer satisfaction.
- Accurately document all customer interactions and resolutions in our CRM system.
- Identify and escalate complex issues to appropriate internal departments for further investigation and resolution.
- Maintain comprehensive knowledge of our e-commerce products, services, policies, and platform features.
- Proactively identify opportunities to improve the customer experience and contribute feedback to team leads.
- Adhere to established service level agreements (SLAs) and quality standards.
- Participate in continuous training and development programs to enhance product knowledge and support skills.
Required Skills
- Excellent written communication skills in English, with strong grammar, spelling, and punctuation.
- Demonstrated ability to type accurately and efficiently (minimum 40 WPM).
- Proven ability to empathize with customers and provide patient, courteous, and clear responses.
- Strong problem-solving and critical thinking abilities.
- Proficiency with various computer applications and comfort navigating multiple systems simultaneously.
- Ability to work effectively in a fast-paced, target-driven environment.
- High school diploma or equivalent.
Preferred Qualifications
- Previous experience in online chat support, customer service, or a call center environment (especially in e-commerce).
- Familiarity with CRM software (e.g., Zendesk, Salesforce Service Cloud).
- Experience with e-commerce platforms and basic understanding of online retail operations.
- A diploma or degree in a related field.
Perks & Benefits
- Competitive salary and performance-based incentives.
- Comprehensive health benefits package.
- Paid time off and public holidays.
- Opportunities for professional development and career growth within the e-commerce sector.
- A supportive and collaborative team environment.
- Modern office facilities in a prime Victoria Island location.
- Employee wellness programs and team-building activities.
How to Apply
Ready to make an impact? We invite highly motivated individuals who are passionate about customer service and e-commerce to join our growing team. Please click the application link below to submit your resume and a brief cover letter outlining why you are the ideal candidate for this role. We look forward to reviewing your application!
