About Company
Are you ready to elevate customer experiences in the bustling e-commerce space? At Career.zycto, we are dedicated to empowering businesses with top-tier talent, fostering growth, and building strong customer relationships. We connect vibrant e-commerce platforms with skilled professionals like you, ensuring seamless operations and outstanding service delivery. Join a dynamic environment where your communication skills and problem-solving abilities are not just valued, but essential to our success. We thrive on innovation and are committed to creating a supportive culture for our team members. This is your chance to be at the heart of digital commerce, making a real impact every day.
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Job Description
Are you a natural communicator with a passion for helping others and a knack for navigating digital platforms? Career.zycto is seeking a highly motivated and customer-centric Online Chat Support Specialist to join our vibrant team, supporting a prominent e-commerce platform in Isolo, Lagos. In this essential role, you will be the first point of contact for our valued customers, providing real-time assistance and ensuring a seamless shopping experience. Your expertise will directly contribute to customer satisfaction and loyalty by addressing inquiries, resolving issues, and guiding users through various aspects of the e-commerce journey.
We are looking for someone who thrives in a fast-paced environment, can handle multiple chat conversations with precision and empathy, and is dedicated to delivering exceptional service. From assisting with product information and order tracking to troubleshooting account issues and processing returns, your day will be dynamic and rewarding. You’ll become an expert on the e-commerce platform’s offerings, providing accurate and helpful information that instills confidence in our brand. This role is more than just answering questions; it’s about building relationships, understanding customer needs, and turning potential frustrations into positive interactions. If you are detail-oriented, possess excellent written communication skills, and are eager to make a tangible impact on customer happiness, we encourage you to apply. Join us and play a pivotal role in shaping the online shopping experience for thousands of customers.
Key Responsibilities
- Respond to customer inquiries via live chat promptly, professionally, and courteously.
- Provide accurate and comprehensive information regarding products, services, order statuses, and delivery schedules.
- Troubleshoot and resolve customer issues effectively and efficiently, escalating complex cases to appropriate departments when necessary.
- Assist customers with website navigation, account management, product selection, and the entire purchase process.
- Maintain a high level of customer satisfaction and strive for first-contact resolution on all chat interactions.
- Accurately document all customer interactions, feedback, and resolutions within the CRM system.
- Identify and report recurring customer issues, technical problems, or trends to improve overall service and product offerings.
- Adhere strictly to company policies, procedures, and service level agreements (SLAs).
- Continuously update product knowledge and stay informed about e-commerce platform updates and promotions.
Required Skills
- Excellent written communication skills in English, with a strong command of grammar and spelling.
- Proven proficiency in using online chat platforms, CRM software, and various communication tools.
- Strong typing speed and accuracy to handle multiple concurrent chats efficiently.
- Exceptional problem-solving abilities and a keen eye for detail.
- Demonstrated ability to multitask, prioritize, and manage time effectively in a dynamic environment.
- Customer-focused with a genuinely positive, empathetic, and patient attitude.
- Ability to work independently as well as collaboratively within a team setting.
Preferred Qualifications
- Previous experience (1-2 years) in online chat support, customer service, or a call center role, preferably within an e-commerce context.
- Familiarity with specific e-commerce platforms (e.g., Shopify, Magento, WooCommerce) or similar online retail systems.
- A diploma or degree in Business Administration, Communications, Marketing, or a related field.
- Knowledge of local market trends, consumer behavior, and customer expectations in Nigeria.
- Experience with ticketing systems and knowledge base management.
Perks & Benefits
- Competitive monthly salary with potential for performance-based bonuses.
- Comprehensive health and wellness benefits package.
- Opportunities for professional development, training, and career advancement within the e-commerce industry.
- A supportive, collaborative, and friendly team environment.
- Direct impact on customer satisfaction and business growth.
- Exposure to cutting-edge e-commerce technologies and practices.
How to Apply
Interested candidates are encouraged 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!
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