About Company
Are you eager to launch your career in customer service within a fast-paced e-commerce environment? Career.zycto is a dynamic and rapidly growing e-commerce platform dedicated to connecting customers with an extensive range of products. We pride ourselves on delivering exceptional customer experiences, and our support team is at the heart of that mission. Join our vibrant team, where your communication skills will shine, helping customers navigate their shopping journey. We foster an inclusive culture that values innovative problem-solving and professional growth, making it an ideal place for dedicated chat support professionals.
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Job Description
Career.zycto is seeking a highly motivated and customer-focused Online Chat Support Specialist to join our thriving e-commerce platform in Gbagada, Lagos. As the first point of contact for our valued customers, you will play a critical role in ensuring a seamless and positive shopping experience. This is an exciting opportunity for individuals who are passionate about helping others, possess excellent written communication skills, and thrive in a dynamic, tech-driven environment. You will be responsible for handling a wide array of customer inquiries via live chat, ranging from product information, order status updates, technical assistance, to resolving complex issues with empathy and efficiency. Our ideal candidate is a proactive problem-solver, capable of multitasking, and committed to upholding Career.zycto’s reputation for outstanding customer service. You will be an integral part of a supportive team, contributing directly to customer satisfaction and loyalty. This role offers hands-on experience in the fast-evolving e-commerce industry, providing ample opportunities for skill development and career advancement within our growing organization. We are looking for someone who can not only address immediate concerns but also anticipate customer needs, provide insightful solutions, and escalate issues appropriately when necessary, ensuring every customer interaction ends on a positive note. Join us and become a pivotal voice for our brand, transforming inquiries into lasting customer relationships.
Key Responsibilities
- Provide prompt, courteous, and accurate responses to customer inquiries via live chat, adhering to service level agreements (SLAs).
- Assist customers with detailed product information, order placement guidance, tracking updates, and facilitating returns/exchanges.
- Efficiently troubleshoot and resolve common customer issues related to website navigation, account access, payment processing, and other technical difficulties.
- Escalate complex or unresolved customer issues to the appropriate internal teams or supervisors, maintaining clear communication throughout the resolution process.
- Maintain a comprehensive and up-to-date understanding of Career.zycto’s diverse product catalog, services, and company policies.
- Accurately and thoroughly document all customer interactions, including inquiries, issues, and resolutions, in the CRM system.
- Identify and report recurring customer issues, feedback, or trends to relevant departments (e.g., product, marketing, technical) to improve overall service quality and product offerings.
- Actively contribute to the development and continuous improvement of customer service processes, scripts, and knowledge base articles.
- Champion customer satisfaction, striving to exceed expectations and build strong, positive, and lasting relationships with our user base.
- Participate in ongoing training and professional development to enhance customer service skills and e-commerce knowledge.
Required Skills
- Minimum of OND/HND/BSc in any discipline, or equivalent practical experience demonstrating strong analytical and communication abilities.
- Proven experience in a customer service role, with a strong preference for backgrounds in online or e-commerce environments.
- Exceptional written communication and grammar skills in English, with the ability to articulate complex information clearly and concisely.
- Strong typing speed and accuracy, essential for efficient chat communication.
- Proficiency in using CRM software and live chat platforms to manage customer interactions.
- Demonstrated ability to multitask effectively and manage multiple chat conversations simultaneously without compromising quality.
- Outstanding problem-solving abilities, coupled with a keen eye for detail and a proactive approach to issue resolution.
- High level of empathy, patience, and professional demeanor when engaging with diverse customer inquiries and concerns.
Preferred Qualifications
- Previous hands-on experience with popular e-commerce platforms (e.g., Shopify, WooCommerce, Magento).
- Familiarity with help desk software such as Zendesk, Freshdesk, or similar systems.
- Prior experience working in a fast-paced startup or dynamic tech company environment.
- Ability to communicate effectively in other prominent Nigerian languages (e.g., Yoruba, Igbo, Hausa) is a significant advantage.
- Certification in customer service or related fields.
Perks & Benefits
- Competitive monthly salary that recognizes your skills and contributions.
- Comprehensive health insurance plan, ensuring your well-being.
- Extensive opportunities for professional development, training, and career advancement within a growing organization.
- A vibrant, collaborative, and supportive work environment where your ideas are valued.
- Generous paid time off and observance of all national public holidays.
- Exclusive employee discounts on Career.zycto products and services.
- Regular team-building activities, social events, and a positive company culture.
How to Apply
Interested and qualified candidates are encouraged to apply by clicking on the application link below. Please ensure your resume clearly highlights your customer service experience, written communication skills, and any relevant e-commerce knowledge. We look forward to reviewing your application and potentially welcoming you to the Career.zycto team!
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