About Company
Career.zycto is rapidly building a reputation as a dynamic hub for professionals seeking impactful roles within Nigeria’s burgeoning digital economy. For an online chat support specialist, this means stepping into an environment where your voice directly shapes customer experience and drives brand loyalty. We champion a culture of continuous learning and empower our team members to become true brand ambassadors. Join us and discover a supportive team that values your empathy, problem-solving skills, and commitment to exceptional service in the exciting world of e-commerce.
Advertisement
Job Description
Are you a natural communicator with a passion for helping people and a knack for online interactions? Career.zycto is seeking a highly motivated and customer-focused Online Chat Support Specialist to join our vibrant team in Lekki Phase 2. In this crucial role, you will be the first point of contact for our e-commerce platform customers, providing exceptional support through real-time chat. Your mission will be to ensure a seamless and positive customer journey, addressing inquiries, resolving issues, and guiding users through our product offerings with efficiency and a friendly demeanor. This isn’t just about answering questions; it’s about building trust, enhancing brand perception, and contributing directly to our customer retention and satisfaction goals. You will become an expert on our platform’s functionalities, products, and services, translating complex information into easy-to-understand solutions. We are looking for someone who thrives in a fast-paced environment, possesses excellent written communication skills, and genuinely enjoys making a difference in a customer’s day. If you are detail-oriented, empathetic, and ready to contribute to a growing e-commerce success story, we encourage you to apply.
Key Responsibilities
- Provide prompt, accurate, and empathetic customer support through live chat, addressing inquiries related to products, orders, shipping, returns, and technical assistance.
- Resolve customer complaints and issues efficiently and effectively, escalating complex problems to relevant departments when necessary.
- Maintain a high level of product knowledge regarding the e-commerce platform's features, services, and inventory to offer comprehensive solutions.
- Document customer interactions accurately in the CRM system, ensuring detailed records for tracking and future reference.
- Identify and communicate common customer pain points and feedback to the product and operations teams to contribute to continuous improvement.
- Adhere strictly to company policies, procedures, and service level agreements (SLAs) for response times and resolution rates.
- Assist in creating and updating FAQ documents, knowledge base articles, and standardized responses to improve self-service options and team efficiency.
Required Skills
- Exceptional written communication and grammar skills in English.
- Proficiency in typing with speed and accuracy.
- Strong problem-solving abilities and a proactive approach to issue resolution.
- Empathy and a customer-centric mindset.
- Ability to multitask and manage multiple chat conversations simultaneously.
- Familiarity with e-commerce platforms and online customer service tools.
- Basic computer literacy and comfort with navigating web-based applications.
Preferred Qualifications
- Minimum of 1 year of experience in online chat support, customer service, or a call center environment, preferably within e-commerce.
- Proficiency with CRM software (e.g., Zendesk, Salesforce Service Cloud).
- A Bachelor's degree or HND in any discipline.
- Experience with social media customer support.
Perks & Benefits
- Competitive salary and performance-based incentives.
- Comprehensive health insurance plan.
- Paid time off and public holidays.
- Ongoing training and professional development opportunities.
- Clear pathways for career growth within the company.
- A supportive and collaborative team environment.
- Modern, comfortable office space in Lekki Phase 2.
How to Apply
If you are eager to contribute your skills to a thriving e-commerce platform and grow with a forward-thinking company, we encourage you to apply. Please click on the application link below to submit your resume and a brief cover letter outlining your relevant experience and why you are the ideal candidate for this role. We look forward to reviewing your application!
Advertisement
