About Company
Are you a natural communicator with a passion for helping people? Career.zycto offers a dynamic environment perfect for Online Chat Support Specialists looking to make a real impact. We are an innovative e-commerce enabler, dedicated to streamlining online retail experiences across Nigeria. Joining us means becoming part of a forward-thinking team that values empathy, problem-solving, and continuous learning. We believe exceptional customer interactions build lasting trust and drive growth. Here, your voice contributes directly to our success, shaping how customers perceive and engage with their favorite online brands.
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Job Description
Career.zycto is actively seeking a highly motivated and customer-focused Online Chat Support Specialist to join our thriving team on Broad Street, Lagos Island. In this essential role, you will be the frontline voice and problem-solver for users engaging with various e-commerce platforms powered by our innovative solutions. As an Online Chat Support Specialist, you will be responsible for delivering prompt, accurate, and empathetic assistance to customers via live chat, ensuring a seamless and positive online shopping experience. Your daily mission will involve resolving a diverse range of inquiries, from tracking orders and processing returns to troubleshooting technical glitches, guiding users through payment processes, and providing detailed product information that helps customers make informed purchasing decisions.
We are looking for someone who thrives in a fast-paced environment and possesses exceptional written communication skills. You will manage multiple chat conversations concurrently, requiring sharp attention to detail, quick thinking, and the ability to prioritize effectively. Beyond resolving immediate issues, you will play a crucial role in building customer loyalty by anticipating needs, offering proactive solutions, and turning potentially frustrating situations into opportunities for delight. This position requires a genuine passion for helping people, coupled with a strong understanding of e-commerce dynamics and the complete customer journey, from browsing to post-purchase support. You will be empowered to make decisions that improve the customer experience and contribute directly to our brand’s reputation for excellence.
At Career.zycto, we believe that outstanding support is the backbone of any successful online business. You will be instrumental in maintaining our high standards of service, collaborating closely with our technical, sales, and operations teams to escalate complex issues, identify emerging trends, and provide comprehensive feedback for continuous improvement. Your insights will directly influence service enhancements and platform optimizations. If you are a proactive individual with a knack for digital communication, a commitment to customer satisfaction, and a desire to work in an innovative tech environment, this is an incredible opportunity to grow your career within the dynamic world of e-commerce. Join us and contribute to shaping the future of online retail in Nigeria, one exceptional chat interaction at a time, making every customer feel valued and heard.
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Key Responsibilities
- Manage multiple chat conversations simultaneously, ensuring timely and effective responses.
- Provide prompt, accurate, and empathetic assistance to customer inquiries regarding orders, products, services, and technical issues.
- Troubleshoot common problems related to account access, payment processing, shipping, and website navigation.
- Educate customers on product features, benefits, and usage to enhance their shopping experience.
- Process returns, exchanges, and refunds in accordance with company policies.
- Escalate complex or unresolved issues to the appropriate internal departments for further investigation and resolution.
- Maintain detailed and accurate records of all customer interactions and resolutions using CRM software.
- Contribute to the development and improvement of FAQ sections and knowledge base articles.
- Adhere strictly to company policies, service level agreements (SLAs), and quality standards.
Required Skills
- Excellent written communication skills in English, with strong grammar and spelling.
- Proven ability to type quickly and accurately.
- Proficiency with chat software, CRM systems, and standard office applications (e.g., MS Office Suite, Google Workspace).
- Strong problem-solving and analytical abilities.
- Demonstrable customer empathy and a service-oriented mindset.
- Ability to multitask effectively in a fast-paced environment.
- Basic computer literacy and comfort with technology.
Preferred Qualifications
- Previous experience (at least 6 months) in online chat support or a customer service role.
- Familiarity with e-commerce platforms, operations, and customer journeys.
- Knowledge of local market trends and customer expectations in online retail in Nigeria.
- Ability to speak additional local Nigerian languages (e.g., Yoruba, Igbo, Hausa).
- A relevant diploma or degree in a related field (e.g., Business Administration, Communications).
Perks & Benefits
- Competitive salary package and performance-based bonuses.
- Comprehensive health insurance coverage.
- Opportunities for professional development and career advancement within a growing company.
- A supportive, collaborative, and dynamic team environment.
- Access to modern office facilities on Broad Street, Lagos Island.
- Employee discounts on partner e-commerce platforms.
- Commuter benefits or transportation allowance.
How to Apply
To embark on this exciting journey with Career.zycto, please click on the application link below. Ensure your resume highlights your customer service experience and written communication skills. We look forward to reviewing your application!
