About Company
Join Career.zycto, a dynamic force shaping the future of digital commerce support in Lagos. We empower businesses to deliver exceptional customer experiences through innovative solutions and a dedicated team. For an online chat support professional, this means diving into a vibrant environment where your communication skills directly impact customer satisfaction and loyalty. We cultivate a culture of continuous learning, growth, and collaboration, ensuring every team member feels valued and equipped to succeed in the fast-paced e-commerce world. Become part of a company that prioritizes both technological advancement and human connection.
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Job Description
Are you a natural communicator with a passion for helping others and a keen interest in the fast-evolving world of e-commerce? Career.zycto is seeking a dedicated and enthusiastic Online Chat Support Specialist to join our thriving team in Ogba, Agege. In this pivotal role, you will be the first point of contact for our e-commerce platform users, providing timely, accurate, and empathetic assistance through live chat. Your primary mission will be to resolve inquiries, troubleshoot issues, and guide customers through their online shopping journey, ensuring a seamless and positive experience.
This isn’t just about answering questions; it’s about building relationships and trust. You’ll engage with customers on a variety of topics, from product information and order tracking to payment issues and technical support. We’re looking for someone who can think on their feet, demonstrate exceptional problem-solving abilities, and maintain a calm, professional demeanor even in challenging situations. If you thrive in a dynamic environment, possess excellent written communication skills, and are eager to contribute to the success of an innovative e-commerce platform, then we want to hear from you. Career.zycto offers a supportive work environment where your contributions are recognized and your professional growth is encouraged. Come make a difference with us, shaping how customers interact with online businesses across Nigeria.
Key Responsibilities
- Provide real-time online chat support to customers regarding product inquiries, order status, technical issues, and general concerns.
- Efficiently resolve customer issues and complaints with a high degree of professionalism and empathy, escalating complex problems to the appropriate internal teams when necessary.
- Maintain a comprehensive understanding of our e-commerce platform, products, services, and company policies to provide accurate information.
- Document customer interactions, inquiries, and resolutions thoroughly in our CRM system.
- Identify and escalate recurring customer issues or trends to management for continuous service improvement.
- Collaborate with sales, technical, and logistics teams to ensure a seamless customer experience.
- Contribute to the creation and updating of FAQ documents and knowledge base articles.
- Meet or exceed key performance indicators (KPIs) such as response time, resolution rate, and customer satisfaction scores.
Required Skills
- Excellent written communication skills with strong grammar and spelling.
- Proficiency in using live chat software and CRM systems.
- Demonstrated problem-solving abilities and critical thinking.
- Ability to multitask and manage multiple chat conversations simultaneously.
- Strong attention to detail and accuracy.
- Customer-centric mindset with a passion for helping others.
- Basic computer literacy and ability to learn new software quickly.
Preferred Qualifications
- Previous experience in online chat support, customer service, or a call center environment, particularly in e-commerce.
- Familiarity with e-commerce platforms and online retail operations.
- Ability to adapt to new technologies and processes.
- A diploma or degree in a relevant field (e.g., Communications, Business Administration).
Perks & Benefits
- Competitive salary and performance bonuses.
- Comprehensive health insurance package.
- Opportunities for professional development and career advancement.
- Access to ongoing training and workshops.
- Friendly and collaborative work environment.
- Paid time off and holidays.
- Modern office facilities in a convenient Ogba, Agege location.
How to Apply
Interested candidates are encouraged to submit their CV and a compelling cover letter to the email address provided. Please include ‘Online Chat Support – Ogba’ in the subject line of your email. We encourage applicants to click on the link below to apply for the job.
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