About Company
Are you passionate about making a tangible difference in customer experience? At Career.zycto, we believe exceptional service is the cornerstone of successful e-commerce. We are a dynamic and rapidly expanding platform dedicated to connecting customers with the products they love through seamless digital interactions. Join a team where your communication skills will be celebrated, your insights valued, and your career growth actively supported. We foster an inclusive environment where innovation thrives, making it the perfect place for an online chat support specialist to excel and build lasting relationships with our diverse customer base.
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Job Description
Career.zycto is seeking a highly motivated and customer-centric Online Chat Support Specialist to join our vibrant team in Lekki Phase 1, Victoria Island. In this essential role, you will be the frontline of our e-commerce platform, directly engaging with customers through live chat to provide exceptional support and ensure a smooth, enjoyable shopping experience. We are looking for individuals who are not just problem-solvers but proactive communicators who can anticipate customer needs, provide accurate information, and resolve issues efficiently and empathetically.
Your day will involve managing multiple chat conversations simultaneously, addressing a wide array of inquiries ranging from product details, order tracking, payment processing, technical assistance, to returns and exchanges. You’ll be instrumental in upholding our reputation for outstanding customer service, transforming potential frustrations into positive interactions, and ultimately driving customer loyalty. This position offers a fantastic opportunity to contribute significantly to our growth, learn about the intricacies of the e-commerce industry, and develop valuable professional skills within a supportive and innovative environment.
We believe in empowering our team members with the tools and training necessary to succeed. You’ll work with cutting-edge CRM software and have access to a comprehensive knowledge base, ensuring you have the resources to confidently assist our diverse customer base. If you thrive in a fast-paced setting, possess excellent written communication skills, and are dedicated to delivering an unparalleled customer journey, we encourage you to apply and become a vital part of the Career.zycto family.
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Key Responsibilities
- Provide prompt, accurate, and professional support to customers via live chat, addressing inquiries related to products, orders, shipping, payments, and website navigation.
- Resolve customer complaints and issues efficiently and effectively, escalating complex problems to senior support staff when necessary.
- Maintain a high level of customer satisfaction by delivering a positive and empathetic experience in every interaction.
- Educate customers on product features, promotions, and company policies.
- Process returns, exchanges, and cancellations according to company guidelines.
- Accurately document all customer interactions and resolutions in our CRM system.
- Identify and report common customer issues or trends to help improve products, services, and support processes.
- Collaborate with internal teams, including sales, logistics, and technical support, to ensure seamless customer service.
- Contribute to the continuous improvement of our knowledge base and standard operating procedures.
Required Skills
- Exceptional written communication and grammar skills in English.
- Demonstrated empathy and a strong customer-first mentality.
- Proficiency in multitasking and managing multiple chat conversations simultaneously.
- Excellent problem-solving abilities and critical thinking.
- Strong attention to detail and accuracy.
- Comfortable with technology and able to quickly learn new software and systems (e.g., CRM, e-commerce platforms).
- Ability to work independently and as part of a team in a fast-paced environment.
- Typing speed of at least 45 words per minute.
Preferred Qualifications
- Previous experience (1+ year) in an online chat support or customer service role, preferably within an e-commerce setting.
- Familiarity with CRM software (e.g., Zendesk, Salesforce Service Cloud).
- Basic understanding of e-commerce operations and logistics.
- Experience with a ticketing system for customer issue tracking.
- A diploma or degree in a relevant field.
Perks & Benefits
- Competitive salary and performance-based bonuses.
- Comprehensive health and wellness benefits.
- Opportunities for professional development and career growth within a rapidly expanding company.
- Modern and collaborative office environment in Lekki Phase 1.
- Regular team-building activities and social events.
- Employee discounts on e-commerce products.
- Paid time off and public holidays.
How to Apply
Ready to make an impact? We encourage all qualified candidates to apply by clicking the application link below. Please ensure your resume highlights your relevant experience and communication skills. We look forward to reviewing your application and potentially welcoming you to the Career.zycto team!
