About Company
Career.zycto is a dynamic and forward-thinking organization dedicated to connecting top talent with innovative companies across diverse sectors. We believe in fostering environments where individuals can thrive, learn, and make a significant impact. For an Online Chat Support Specialist, Career.zycto offers a unique opportunity to grow professionally within a supportive and fast-paced setting, becoming an essential bridge between businesses and their valued customers. Join us and discover a career path where your communication skills and dedication to service are truly celebrated.
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Job Description
Are you passionate about helping people and eager to kickstart or advance your career in customer service within the dynamic world of e-commerce? Career.zycto is seeking a highly motivated and customer-centric Online Chat Support Specialist to join our vibrant team in Lagos Island. In this crucial role, you will be the friendly and knowledgeable voice behind our partners’ e-commerce platforms, providing real-time assistance to customers through live chat. Your primary mission will be to ensure an exceptional customer experience by resolving inquiries efficiently, providing accurate product information, and guiding users through various aspects of their online shopping journey.
This isn’t just about answering questions; it’s about building trust, defusing potential frustrations, and turning every customer interaction into a positive brand touchpoint. You’ll be at the forefront of customer satisfaction, leveraging your communication prowess to assist with everything from order status inquiries and product details to basic technical support and returns processing. If you thrive in a fast-paced environment, possess excellent written communication skills, and have a genuine desire to make a difference in customers’ lives, we encourage you to apply. This position offers a fantastic opportunity to develop valuable skills in customer relationship management, problem-solving, and e-commerce operations, all while contributing to the success of diverse online businesses.
Key Responsibilities
- Provide real-time online chat support to customers regarding product inquiries, order status, shipping details, and general website navigation.
- Resolve customer issues and complaints efficiently and empathetically, escalating complex problems to senior support staff when necessary.
- Maintain a comprehensive understanding of e-commerce products, services, policies, and promotions to provide accurate information.
- Guide customers through the online purchase process, including account setup, checkout, and payment options.
- Assist with basic technical troubleshooting related to website access or functionality.
- Process returns, exchanges, and cancellations in accordance with company guidelines.
- Document all customer interactions and resolutions accurately in the CRM system.
- Identify opportunities to upsell or cross-sell products and services where appropriate and beneficial to the customer.
- Collaborate with other departments to ensure a seamless customer experience.
- Adhere to established service level agreements (SLAs) and quality standards for chat interactions.
Required Skills
- Proven experience in a customer service role, preferably in an online or chat-based environment.
- Exceptional written communication and typing skills with a keen eye for grammar and spelling.
- Strong problem-solving abilities and a calm demeanor under pressure.
- Proficiency in using CRM software and live chat platforms.
- Ability to multitask and manage multiple chat conversations simultaneously.
- Customer-focused mindset with a genuine desire to help and assist.
- High school diploma or equivalent.
Preferred Qualifications
- Previous experience specifically in e-commerce customer support.
- Familiarity with various e-commerce platforms (e.g., Shopify, WooCommerce).
- A diploma or degree in a relevant field (e.g., Business Administration, Communications).
- Ability to speak multiple local languages (e.g., Yoruba, Igbo, Hausa) is a plus.
Perks & Benefits
- Competitive salary and performance-based incentives.
- Comprehensive health insurance package.
- Opportunities for professional development and career growth.
- A collaborative and supportive work environment.
- Modern office space located in a vibrant area of Lagos Island.
- Employee wellness programs.
- Paid time off and public holidays.
How to Apply
If you are ready to embark on an exciting career as an Online Chat Support Specialist and contribute to a thriving e-commerce ecosystem, 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 a great fit for Career.zycto.
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