About Company
Are you passionate about helping customers thrive in the digital space? Career.zycto is at the forefront of connecting talent with innovative e-commerce platforms, ensuring seamless customer experiences. We empower individuals to excel in dynamic, fast-paced environments where their contributions directly impact business success. Join a vibrant community where your dedication to service is valued and your professional growth is a priority. We offer unparalleled opportunities to work with leading brands, developing skills that are crucial in today’s digital economy.
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Job Description
Career.zycto is actively seeking an enthusiastic and customer-focused Online Chat Support Specialist to join our talent pool for a leading e-commerce platform. In this pivotal remote role, you will be the first point of contact for customers, providing prompt, efficient, and friendly assistance through live chat. Your primary objective will be to ensure an outstanding customer experience by resolving inquiries, providing information, and troubleshooting issues related to orders, products, and services.
This position demands strong written communication skills, a keen eye for detail, and the ability to multitask effectively in a fast-paced digital environment. You will navigate various e-commerce tools and systems to address customer concerns, ranging from product specifications and order tracking to returns, refunds, and technical support. A successful candidate will demonstrate empathy, patience, and a proactive approach to problem-solving, turning potential frustrations into positive interactions. You will play a crucial role in maintaining customer satisfaction, fostering loyalty, and ultimately contributing to the growth and reputation of the e-commerce platform you support.
We are looking for individuals who are self-motivated, adaptable, and eager to learn. While the role is remote, collaboration is key. You will be part of a supportive team, working towards shared goals of service excellence. If you thrive in a digital setting, enjoy helping others, and are looking for a role that allows you to make a tangible impact on customer happiness, we encourage you to apply. This is an excellent opportunity to build your career in the dynamic world of e-commerce customer service, gaining valuable experience with cutting-edge platforms and diverse customer bases.
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Key Responsibilities
- Engage with customers via live chat to address inquiries, provide support, and resolve issues promptly and professionally.
- Offer comprehensive product information, guide customers through the purchasing process, and assist with website navigation.
- Investigate and resolve order-related issues including tracking, delivery delays, returns, exchanges, and refunds.
- Troubleshoot basic technical issues related to account access, payment processing, and website functionality.
- Escalate complex or unresolved customer issues to appropriate internal departments for further assistance.
- Maintain accurate records of customer interactions, transactions, comments, and complaints using CRM software.
- Collaborate with team members and other departments to ensure a seamless customer experience and consistent service delivery.
- Stay up-to-date with product knowledge, company policies, and e-commerce best practices to provide accurate information.
- Contribute to team efforts by achieving individual and team customer satisfaction targets and service level agreements (SLAs).
Required Skills
- Exceptional written communication skills in English, with excellent grammar and spelling.
- Strong typing speed and accuracy (minimum 40 WPM).
- Proficiency in using live chat software and customer relationship management (CRM) systems.
- Proven ability to multitask, prioritize, and manage time effectively in a fast-paced environment.
- Strong problem-solving and critical thinking skills.
- High level of empathy, patience, and a customer-centric attitude.
- Reliable internet connection and a conducive home office environment for remote work.
- Basic computer literacy and comfort with various web-based applications.
Preferred Qualifications
- Previous experience (6+ months) in online chat support or customer service, preferably within an e-commerce setting.
- Familiarity with popular e-commerce platforms and their operational workflows.
- Understanding of common e-commerce challenges and customer expectations.
- Ability to adapt quickly to new technologies and processes.
- Fluency in additional Nigerian languages (e.g., Yoruba, Igbo, Hausa) is a plus.
Perks & Benefits
- Competitive monthly salary.
- Opportunity for remote work flexibility.
- Professional development and training opportunities.
- Supportive and collaborative team environment.
- Performance-based incentives and bonuses.
- Data allowance for remote work.
- Opportunity to work with leading e-commerce brands.
How to Apply
Ready to launch your career in e-commerce customer support? We invite you to apply by clicking on the link below. Please ensure your resume highlights your customer service experience and written communication skills.
