About Company
A thriving e-commerce platform, Career.zycto is on a mission to redefine online shopping experiences for our diverse customer base across Nigeria. We believe in fostering a seamless, enjoyable journey from click to delivery, and that begins with exceptional customer care. Joining our team means becoming part of a forward-thinking organization where innovation meets empathy. For an Online Chat Support specialist, Career.zycto provides a supportive environment to hone your communication skills, solve real-world problems, and contribute directly to customer satisfaction and loyalty. We value proactive problem-solvers who are eager to grow with us.
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Job Description
Are you passionate about helping people and thrive in a digital communication environment? Career.zycto is seeking a dedicated and enthusiastic Online Chat Support Specialist to join our vibrant customer service team in Bariga, Lagos. In this crucial role, you will be the frontline voice (or rather, text!) of our e-commerce platform, ensuring our customers receive prompt, friendly, and effective assistance with their inquiries, making their online shopping journey as smooth as possible.
As an Online Chat Support Specialist, you will be responsible for resolving a wide range of customer issues, from order tracking and detailed product information to payment queries, technical troubleshooting, and guiding users through website navigation, all primarily through our live chat system. This isn’t just about answering questions; it’s about building trust, providing insightful solutions, and ensuring every customer interaction leaves a positive and lasting impression of Career.zycto. You’ll navigate our internal systems with ease, collaborate seamlessly with various departments such such as logistics, sales, and product development, and continuously learn about new products, services, and platform updates to empower our customers with accurate information.
We are looking for someone who possesses excellent written communication skills, a natural empathy for customer needs, and the ability to multitask efficiently in a fast-paced setting. You should be a quick learner, adept at problem-solving under pressure, and highly comfortable with technology and various communication tools. Your contributions will directly impact customer retention, enhance brand reputation, and contribute to the overall success of our e-commerce operations, making this a highly impactful role within our growing company. If you’re ready to dive into the dynamic world of e-commerce and help shape an outstanding customer experience from our Bariga office, we encourage you to apply. This is an incredible opportunity to develop your career within a supportive and innovative team, offering continuous learning and professional development right in the heart of Lagos.
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Key Responsibilities
- Provide exceptional live chat support to customers regarding product inquiries, order status, returns, refunds, account management, and general assistance.
- Resolve customer complaints and issues efficiently and empathetically, escalating complex problems to the appropriate teams when necessary, ensuring timely follow-up.
- Maintain a high level of customer satisfaction by ensuring accurate, complete, and timely responses to all chat inquiries.
- Document customer interactions, feedback, and resolutions accurately in our CRM system for future reference and analysis.
- Collaborate effectively with other departments, including logistics, sales, and technical support, to ensure seamless customer service and problem resolution.
- Stay updated on all new product knowledge, company policies, promotions, and e-commerce best practices.
- Identify and report common customer pain points, trends, and recurring issues to management, and suggest proactive improvements to enhance the overall customer experience.
- Assist in testing new features or updates to the chat platform, website, or other customer service tools as needed.
Required Skills
- Excellent written communication skills in English, with strong grammar, spelling, and punctuation.
- Proven ability to multi-task and manage multiple chat conversations simultaneously while maintaining accuracy and speed.
- Strong problem-solving abilities, critical thinking, and keen attention to detail.
- Proficiency with computers, internet navigation, and comfortable learning new software and internal systems quickly.
- Customer-focused mindset with a genuine desire to assist and satisfy customers.
- Ability to work effectively and maintain composure in a fast-paced and dynamic environment.
- High school diploma or equivalent educational background.
Preferred Qualifications
- Previous experience (1+ year) in online chat support, customer service, or a call center environment, preferably within e-commerce.
- Familiarity with e-commerce platforms, online retail processes, and digital payment systems.
- Experience using CRM software (e.g., Salesforce, Zendesk) or live chat tools.
- A diploma or degree in a relevant field such as Communication, Business Administration, or IT.
- Ability to speak local languages (e.g., Yoruba, Igbo, Hausa) in addition to English is a significant plus.
Perks & Benefits
- Competitive salary package commensurate with experience.
- Comprehensive health and wellness benefits.
- Clear pathways for professional growth and career advancement within a growing company.
- A supportive, collaborative, and engaging team environment.
- Regular training and development programs to enhance your skills.
- Modern, comfortable, and well-equipped office space in a convenient Bariga location.
- Opportunity to make a tangible impact on customer satisfaction and business success.
How to Apply
Interested candidates are encouraged to click on the application link below to submit their resume and a brief cover letter outlining their experience and why they are a great fit for this Online Chat Support role. We look forward to reviewing your application and potentially welcoming you to the Career.zycto family!
