About Company
Pioneering innovative solutions, Career.zycto empowers businesses to thrive in the digital landscape. We’re on the hunt for passionate individuals ready to contribute to a dynamic, forward-thinking environment where your voice matters and your growth is prioritized. Joining our team means becoming part of a collective dedicated to excellence and continuous improvement. We cultivate a supportive culture that values collaboration, creativity, and the relentless pursuit of customer satisfaction, making it an ideal home for an online chat support specialist to truly excel and make a significant impact.
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Job Description
Are you a natural communicator with a passion for helping others? Do you thrive in a fast-paced digital environment where every interaction counts? Career.zycto is seeking a dedicated and enthusiastic Online Chat Support Specialist to join our growing e-commerce platform team. In this pivotal role, you will be the first point of contact for our valued customers, providing exceptional support through live chat channels. Your primary mission will be to ensure a seamless and positive experience for users navigating our platform, from answering product inquiries and assisting with order placement to troubleshooting technical issues and resolving concerns with empathy and efficiency.
This isn’t just about answering questions; it’s about building relationships and fostering trust. You will be instrumental in maintaining our high standards of customer satisfaction, directly impacting our brand’s reputation and customer loyalty. You’ll utilize our comprehensive knowledge base and cutting-edge CRM tools to deliver accurate, timely, and personalized solutions. We’re looking for someone who can quickly understand customer needs, articulate solutions clearly, and maintain a friendly, professional tone even under pressure. This role offers an incredible opportunity to develop your customer service skills within a dynamic e-commerce setting, contributing directly to the success of our users and the growth of our platform. If you’re eager to make a tangible difference in the customer journey and are excited by the prospect of working in a supportive, innovative team, we encourage you to apply.
Key Responsibilities
- Provide prompt, professional, and empathetic support to customers via live chat, addressing inquiries related to products, orders, accounts, and technical issues.
- Efficiently identify and troubleshoot customer issues, escalating complex problems to relevant internal teams when necessary.
- Maintain a comprehensive understanding of our e-commerce platform, products, services, and policies to provide accurate information.
- Document all customer interactions and resolutions accurately in the CRM system.
- Collaborate with the customer service team and other departments to improve customer experience and internal processes.
- Assist customers with navigation, product selection, order modifications, and returns/exchanges.
- Gather customer feedback and communicate insights to help improve our platform and offerings.
- Proactively identify opportunities to enhance the customer journey and satisfaction.
- Adhere to company guidelines and service level agreements (SLAs) for response times and resolution quality.
Required Skills
- Minimum 6 months of experience in a customer service or support role, preferably online chat support.
- Excellent written communication skills with impeccable grammar and spelling.
- Proficiency in using live chat software and CRM systems.
- Strong problem-solving abilities and a keen attention to detail.
- Ability to multitask and manage multiple chat conversations simultaneously.
- A empathetic and patient demeanor with a strong customer-first attitude.
- Ability to work independently and as part of a remote team.
- High school diploma or equivalent.
Preferred Qualifications
- Experience in an e-commerce or retail environment.
- Familiarity with various e-commerce platforms and online shopping processes.
- Proficiency in an additional local language (e.g., Yoruba, Igbo, Hausa) is a plus.
- Associate's or Bachelor's degree in a relevant field.
Perks & Benefits
- Competitive salary package.
- Opportunities for professional growth and development.
- Flexible remote work environment.
- Health and wellness programs.
- Supportive and collaborative team culture.
- Access to continuous learning resources.
How to Apply
Ready to make an impact with Career.zycto? We are excited to hear from you! To apply for this challenging yet rewarding position, please send your resume and a brief cover letter outlining your experience and why you are the perfect fit for this role directly to our careers team. Click on the link below to submit your application.
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