About Company
Empowering our customers through exceptional service is the core mission at Career.zycto. For an online chat support professional, this means joining a dynamic e-commerce platform that values clear communication, rapid problem-solving, and a genuine desire to help. We are a fast-growing tech company committed to creating seamless digital experiences. Here, your ability to connect with users, translate complex issues into simple solutions, and contribute to a positive brand image will be celebrated. We foster an environment where empathy meets innovation, providing you with the tools and support to excel and grow your career within the bustling e-commerce landscape.
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Job Description
Are you a natural communicator with a passion for helping people and a knack for navigating digital spaces? Career.zycto is seeking a dedicated and empathetic Online Chat Support Specialist to join our vibrant e-commerce team in Lagos. In this pivotal role, you will be the frontline of our customer experience, engaging directly with users through live chat to resolve inquiries, provide product information, and ensure a smooth shopping journey. This isn’t just about answering questions; it’s about building relationships, understanding user needs, and proactively contributing to a positive brand perception.
Our ideal candidate thrives in a fast-paced environment, possesses exceptional written communication skills, and has a genuine interest in the e-commerce sector. You’ll be responsible for handling a diverse range of customer interactions, from tracking orders and troubleshooting technical issues to guiding users through our platform and addressing feedback. We are looking for someone who can maintain a calm and professional demeanor under pressure, demonstrate strong problem-solving abilities, and consistently deliver a high standard of service that reflects our commitment to customer satisfaction.
At Career.zycto, we believe that outstanding customer support is the backbone of a successful e-commerce operation. You will be an integral part of a collaborative team, working closely with sales, marketing, and technical departments to escalate complex issues and provide comprehensive solutions. We offer a supportive work environment where continuous learning is encouraged, and your contributions are valued. If you’re ready to make a significant impact on customer loyalty and retention for a thriving e-commerce platform, and you’re excited by the prospect of contributing to a rapidly evolving digital landscape, we encourage you to apply. Join us and help shape the future of online retail by ensuring every customer interaction is a positive one.
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Key Responsibilities
- Engage with customers in real-time via live chat to answer inquiries, resolve issues, and provide comprehensive support related to products, orders, and services.
- Proactively identify customer needs and provide appropriate solutions, ensuring a positive and efficient resolution for every interaction.
- Assist customers with navigation of the e-commerce website, product selection, order placement, tracking, and returns/exchanges.
- Troubleshoot common technical issues and escalate complex problems to the relevant internal teams for further investigation.
- Maintain accurate and detailed records of all customer interactions and transactions within our CRM system.
- Collaborate with internal departments (e.g., logistics, sales, technical) to ensure seamless service delivery and problem resolution.
- Stay up-to-date with product knowledge, company policies, and e-commerce trends to provide informed and accurate assistance.
- Contribute to the continuous improvement of our customer service processes by providing feedback and insights based on customer interactions.
- Adhere to established service level agreements (SLAs) and quality standards for response times and resolution efficiency.
Required Skills
- Excellent written communication skills with impeccable grammar and spelling.
- Strong empathy and active listening skills to understand customer needs.
- Proven ability to multi-task, prioritize, and manage time effectively in a fast-paced environment.
- Proficiency in using CRM software and live chat platforms.
- Basic computer literacy and ability to quickly learn new software.
- Problem-solving aptitude and ability to think critically.
- A positive attitude and customer-centric approach.
Preferred Qualifications
- Previous experience (1-2 years) in an online chat support, customer service, or e-commerce role.
- Familiarity with e-commerce platforms and online retail operations.
- Experience working with Zendesk, Intercom, LiveChat, or similar support tools.
- A degree or diploma in a relevant field (e.g., Communication, Marketing, Business Administration).
- Ability to type accurately and efficiently (e.g., 40+ WPM).
Perks & Benefits
- Competitive salary package.
- Health and wellness benefits (e.g., medical allowance).
- Opportunities for professional growth and career advancement within a growing e-commerce company.
- Ongoing training and development programs.
- Collaborative and supportive work environment.
- Paid time off and holidays.
- Team bonding activities and events.
How to Apply
If you are ready to embark on an exciting career journey with Career.zycto and contribute to our mission of delivering exceptional e-commerce experiences, we invite you to apply. Please click on the application link below to submit your resume and a cover letter detailing your relevant experience and why you are the ideal candidate for this role. We look forward to reviewing your application!
