About Company
Join Career.zycto and become an integral part of a dynamic team at the forefront of digital commerce. We’re a rapidly expanding e-commerce platform dedicated to revolutionizing online shopping experiences across Nigeria. For an online chat support professional, this means diving into a fast-paced, customer-centric environment where your communication skills directly shape user satisfaction. We empower our team members with the tools and autonomy needed to excel, fostering a culture of innovation, continuous learning, and collaborative problem-solving. If you thrive on making a tangible impact and cherish direct engagement, Career.zycto offers an unparalleled opportunity to grow.
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Job Description
Career.zycto is seeking a dedicated and empathetic Online Chat Support Specialist to join our burgeoning e-commerce platform. In this pivotal remote role, you will be the frontline voice of our brand, providing real-time assistance and solutions to our diverse customer base. As an Online Chat Support Specialist, you will manage multiple chat conversations simultaneously, addressing inquiries ranging from product information, order status, shipping details, and technical issues, to payment processing and returns. Your primary objective will be to ensure a seamless, positive, and efficient customer experience through prompt, professional, and personalized interactions.
You’ll be instrumental in building customer loyalty by consistently exceeding expectations. This isn’t just about answering questions; it’s about active listening (via text), understanding underlying needs, de-escalating concerns, and proactively offering solutions that delight. We are looking for someone who can effortlessly navigate our internal systems, quickly grasp new product features, and articulate complex information in an easy-to-understand manner. You will collaborate closely with various internal teams, including logistics, product development, and sales, to resolve intricate customer issues and contribute to overall service improvement.
This role requires a keen eye for detail, exceptional problem-solving abilities, and a commitment to maintaining high service standards. You will be responsible for meticulously documenting customer interactions, identifying recurring issues, and providing valuable feedback that can drive product and service enhancements. We operate in a dynamic e-commerce landscape, so adaptability and a proactive approach to learning are essential. If you are passionate about customer advocacy, possess excellent written communication skills, and thrive in a digital-first environment, Career.zycto offers an exciting opportunity to shape the future of online retail customer service. This is a remote position, offering flexibility while maintaining high standards of responsiveness and availability during business hours. We value individuals who are self-starters, highly organized, and can manage their time effectively to meet service level agreements.
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Key Responsibilities
- Provide real-time online chat support to customers regarding product inquiries, order status, shipping, returns, and payment issues.
- Handle multiple chat conversations simultaneously while maintaining high service quality and efficiency.
- Resolve customer complaints and issues with professionalism, empathy, and a solutions-oriented approach.
- Escalate complex issues to appropriate internal teams (e.g., technical support, logistics, product) and follow up to ensure resolution.
- Maintain accurate records of customer interactions and transactions in our CRM system.
- Identify and report common customer issues or feedback to improve products, services, and support processes.
- Stay up-to-date with product knowledge, company policies, and e-commerce best practices.
- Contribute to team knowledge base and support documentation.
- Adhere to service level agreements (SLAs) for response and resolution times.
Required Skills
- Excellent written communication skills in English, with strong grammar and spelling.
- Minimum of 1 year experience in customer service, preferably in an online chat or e-commerce environment.
- Proficiency in using CRM software and chat support platforms.
- Strong problem-solving and analytical skills.
- Ability to multitask and manage time effectively in a fast-paced environment.
- High level of empathy and a customer-centric mindset.
- Tech-savvy with the ability to quickly learn new software and systems.
- Reliable internet connection and a conducive home office setup for remote work.
Preferred Qualifications
- Bachelor's degree or HND in any relevant field.
- Experience with Zendesk, Intercom, or similar customer support tools.
- Previous experience working for an e-commerce platform.
- Familiarity with online payment gateways and shipping processes.
- Ability to work flexible hours, including some evenings or weekends if required.
Perks & Benefits
- Competitive monthly salary.
- Opportunity for professional growth and development within a rapidly expanding company.
- Remote work flexibility, saving commute time and costs.
- Access to ongoing training and e-commerce industry insights.
- Supportive and collaborative team environment.
- Performance-based incentives.
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 suitability for this role. We look forward to reviewing your application!
