About Company
Join Career.zycto, a dynamic force shaping career paths across Nigeria! We partner with leading e-commerce businesses to connect them with exceptional talent, driving unparalleled customer experiences. For an online chat support professional, this means being at the forefront of digital interaction, solving problems, and delighting customers daily. We foster environments where your communication skills shine, your problem-solving abilities are celebrated, and your growth is paramount. Discover a vibrant workplace dedicated to innovation and impactful service delivery, ensuring every customer interaction is a positive one.
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Job Description
This role is crucial for our client, a rapidly expanding e-commerce platform dedicated to providing an unparalleled online shopping experience. We are seeking a highly motivated and customer-focused Online Chat Support Specialist to join their dynamic team in Orile, Lagos. As an integral part of the customer success department, you will be the first point of contact for customers, handling inquiries, resolving issues, and ensuring a seamless experience through live chat. Your ability to communicate clearly, empathetically, and efficiently will directly contribute to customer satisfaction and loyalty. You will address a wide range of customer queries, from product information and order status updates to technical troubleshooting. This role requires quick thinking, attention to detail, and a proactive approach to problem-solving. We are looking for someone who thrives in a fast-paced environment, can multitask effectively, and possesses a genuine passion for helping others. If you’re passionate about e-commerce, customer advocacy, and digital communication, apply to help us elevate the online shopping journey for thousands.
Key Responsibilities
- Provide real-time support to customers via live chat, addressing inquiries regarding products, orders, shipping, and returns.
- Resolve customer complaints and issues efficiently and empathetically, escalating complex cases when necessary.
- Maintain accurate and detailed records of all customer interactions in the CRM system.
- Educate customers on product features, promotions, and self-service options.
- Collaborate with internal teams (e.g., logistics, sales) for timely resolution of customer concerns.
- Contribute to the continuous improvement of customer support processes.
- Stay updated on new products, services, and company policies.
- Ensure adherence to company policies and service level agreements (SLAs).
Required Skills
- Excellent written communication skills in English, with strong grammar and spelling.
- Proven experience in a customer service role, preferably in an online chat environment.
- Proficiency in using CRM software and live chat platforms.
- Strong problem-solving abilities and a proactive approach to addressing customer needs.
- Ability to multitask and manage multiple chat conversations simultaneously without compromising quality.
- High level of empathy and patience, with a genuine desire to help customers.
- Familiarity with e-commerce operations and terminology.
- Ability to work effectively in a fast-paced, dynamic environment.
Preferred Qualifications
- Associate's or Bachelor's degree in a relevant field (e.g., Communications, Marketing, Business Administration).
- Previous experience working with a major e-commerce platform.
- Knowledge of local e-commerce trends and consumer behavior in Nigeria.
- Ability to communicate in other Nigerian local languages (e.g., Yoruba, Igbo, Hausa) is a plus.
- Experience with Zendesk, Intercom, or similar customer support tools.
Perks & Benefits
- Competitive salary and performance bonuses.
- Health insurance coverage.
- Opportunities for professional development and career growth.
- A supportive and collaborative work environment.
- Regular team-building activities and social events.
- Access to employee discounts on e-commerce products.
- Paid time off and public holidays.
How to Apply
Interested candidates are invited to submit their updated resume and a cover letter highlighting their relevant experience and why they are a great fit for this role. Please ensure your application demonstrates your excellent written communication skills. Click on the link below to apply for the job.
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