About Company
Are you passionate about helping customers and thriving in a dynamic e-commerce environment? Career.zycto offers a vibrant opportunity for dedicated online chat support specialists. We are a fast-growing force in digital commerce solutions, committed to delivering unparalleled user experiences through innovative technology and exceptional service. Joining our team means becoming part of a culture that values proactive problem-solving, continuous learning, and direct impact on customer satisfaction. We empower our team members with the tools and autonomy to excel, fostering a supportive atmosphere where your contributions directly shape our success and our clients’ ability to thrive online.
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Job Description
Join Career.zycto as an Online Chat Support Specialist and become the friendly, knowledgeable voice behind our cutting-edge e-commerce platform. In this pivotal role, you will be the first point of contact for our diverse customer base, providing real-time assistance, resolving inquiries, and guiding users through various aspects of our platform. We’re looking for someone who genuinely enjoys helping people, possesses excellent written communication skills, and can maintain a calm, professional demeanor even when faced with challenging situations. This role is crucial for ensuring our users have a smooth and efficient experience, reflecting our commitment to superior customer service.
Your day-to-day will involve engaging with customers via live chat, addressing everything from account management and order tracking to troubleshooting technical issues and providing detailed product or service information. You will play a crucial part in ensuring a seamless and positive experience for all users, directly impacting customer satisfaction and retention. This isn’t just about answering questions; it’s about actively listening, understanding customer needs, and offering proactive, effective solutions that enhance their interaction with our e-commerce ecosystem. You’ll work closely with other departments, including technical support and sales, to escalate complex issues and ensure timely resolutions, upholding our reputation for reliability and responsiveness.
Career.zycto prides itself on fostering a supportive and collaborative work environment where your professional growth is actively encouraged. We will provide comprehensive training on our platform’s functionalities, our internal tools, and best practices for customer engagement, equipping you with everything you need to succeed. If you’re tech-savvy, a quick learner, empathetic, and eager to contribute to a rapidly evolving industry, this is your chance to make a significant impact. We believe that exceptional customer support is the cornerstone of any successful e-commerce venture, and we invite you to be a key player in upholding our commitment to excellence. Come and grow with us in Tejuosho, Yaba, and help us redefine online customer service standards, contributing to a vibrant team that values innovation and client success.
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Key Responsibilities
- Provide timely and accurate responses to customer inquiries via live chat.
- Assist users with platform navigation, account management, and troubleshooting common issues.
- Resolve customer complaints and concerns with empathy and professionalism.
- Document customer interactions and resolutions accurately in our CRM system.
- Collaborate with internal teams (e.g., tech support, sales) to escalate complex issues and ensure timely resolution.
- Identify and report recurring technical issues or user feedback to relevant departments.
- Maintain up-to-date knowledge of our e-commerce platform's features, updates, and policies.
- Contribute to the continuous improvement of our customer service processes and knowledge base.
Required Skills
- Proven experience in a customer service or chat support role, preferably within an e-commerce environment.
- Excellent written communication skills with strong grammar, spelling, and punctuation.
- Ability to type quickly and accurately.
- Proficiency in using CRM software and live chat platforms.
- Strong problem-solving abilities and attention to detail.
- Ability to multitask and manage multiple chat conversations simultaneously.
- Customer-focused mindset with a strong desire to help others.
- High school diploma or equivalent.
Preferred Qualifications
- Associate's or Bachelor's degree in a relevant field.
- Familiarity with e-commerce platforms like Shopify, Magento, WooCommerce, or similar.
- Experience with ticketing systems (e.g., Zendesk, Freshdesk).
- Ability to speak multiple languages (e.g., Yoruba, Igbo, Hausa) is a plus.
- Experience in a fast-paced, high-volume customer service environment.
Perks & Benefits
- Competitive monthly salary.
- Comprehensive health and wellness benefits.
- Paid time off and public holidays.
- Opportunities for professional development and career advancement.
- A supportive and collaborative work environment.
- Modern office facilities in a vibrant location.
- Regular team-building activities and social events.
- Performance-based bonuses.
How to Apply
Interested candidates are encouraged to submit their application by clicking the link below. Please ensure your resume highlights your relevant experience in online chat support and customer service.
