About Company
Empower customers and shape their journey with Career.zycto, a dynamic force committed to optimizing digital commerce experiences. We’re seeking a dedicated online chat support specialist eager to contribute to a vibrant team, ensuring every customer interaction is seamless and positive. If you thrive in a fast-paced environment and love solving problems, you’ll find an unparalleled opportunity to grow your skills here, directly impacting user satisfaction for leading e-commerce platforms. Join us in setting new standards for digital customer engagement.
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Job Description
Career.zycto is on the lookout for a highly motivated and customer-focused Online Chat Support Specialist to join our thriving team in Sangotedo, Lagos. In this pivotal role, you will be the frontline voice (or rather, text) of our e-commerce platform, providing exceptional real-time support to our diverse customer base. We are seeking an individual who is not only proficient in written communication but also possesses a genuine passion for problem-solving and ensuring customer satisfaction.
As an Online Chat Support Specialist, you will engage directly with customers through live chat, addressing inquiries, resolving issues, and guiding them through various aspects of their online shopping experience. This includes assisting with product information, order tracking, payment queries, returns, and technical troubleshooting for website navigation or account access. Your ability to empathize, clarify complex information, and offer efficient solutions will be crucial in maintaining our reputation for outstanding service. You’ll be responsible for managing multiple chat conversations simultaneously, requiring excellent multitasking skills and the ability to prioritize effectively under pressure, all while maintaining a calm and helpful demeanor.
This position is ideal for someone who thrives in a dynamic environment, where every day brings new challenges and opportunities to make a tangible difference. You will be instrumental in translating customer feedback into actionable insights, contributing to the continuous improvement of our e-commerce operations and overall customer journey. Beyond just resolving immediate issues, you’ll be an advocate for our customers, ensuring their concerns are heard and escalated appropriately when necessary. We value proactive individuals who can work autonomously while also being excellent team players, ready to collaborate and share knowledge with colleagues to foster a collective environment of continuous improvement.
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At Career.zycto, we believe in fostering a supportive work culture where our employees are empowered to grow. You will receive comprehensive training on our e-commerce platform, customer relationship management (CRM) software, and best practices for chat support to ensure you are fully equipped to excel in your role. We offer pathways for career development, encouraging our team members to expand their skill sets and take on new challenges within the organization. If you are detail-oriented, have a knack for clear and concise communication, possess a strong sense of responsibility, and are eager to embark on a rewarding career in customer service within the exciting world of e-commerce, we encourage you to apply. Join us and help shape delightful online experiences for thousands of users daily, contributing directly to the success and growth of our e-commerce partners.
Key Responsibilities
- Provide real-time online chat support to customers regarding product inquiries, order status, and website navigation.
- Resolve customer complaints and issues efficiently and professionally, escalating complex problems to the appropriate department when necessary.
- Assist customers with returns, refunds, and exchanges following company policies.
- Educate customers on product features, promotions, and self-service options available on the e-commerce platform.
- Maintain accurate records of customer interactions and transactions in the CRM system.
- Collaborate with other team members to identify trends in customer issues and contribute to solutions.
- Adhere to established service level agreements (SLAs) for response and resolution times.
- Proactively identify opportunities to improve the customer experience and satisfaction.
Required Skills
- Excellent written communication skills in English, with strong grammar and spelling.
- Proven ability to multitask and manage multiple chat conversations simultaneously.
- Strong problem-solving and analytical skills.
- Proficiency in using CRM software and online chat platforms.
- Customer-centric mindset with a friendly and empathetic demeanor.
- Ability to work effectively in a fast-paced and dynamic environment.
- High school diploma or equivalent.
- Minimum of 1 year of experience in a customer service role, preferably in online chat support or an e-commerce environment.
Preferred Qualifications
- Bachelor's degree in a relevant field (e.g., Communications, Business Administration).
- Experience with specific e-commerce platforms (e.g., Shopify, WooCommerce, Magento).
- Familiarity with help desk software (e.g., Zendesk, Intercom).
- Knowledge of basic technical troubleshooting for web applications.
Perks & Benefits
- Competitive salary and performance bonuses.
- Comprehensive health and wellness benefits.
- Opportunities for professional development and career growth.
- A vibrant and supportive team environment.
- Paid time off and public holidays.
- Employee discount programs for partner e-commerce platforms.
- Modern and comfortable office space in Sangotedo, Lagos.
How to Apply
Interested candidates are encouraged to apply by clicking the link below. Please ensure your resume highlights your customer service experience and written communication skills. We look forward to reviewing your application!
