About Company
Join Career.zycto, a thriving e-commerce platform dedicated to revolutionizing online shopping experiences. We pride ourselves on fostering a dynamic and inclusive environment where our chat support specialists are truly valued. Here, your voice contributes directly to customer satisfaction and operational excellence. If you’re passionate about making a tangible impact, enjoy a collaborative atmosphere, and are eager to grow your career within a forward-thinking tech company, Career.zycto offers the perfect launchpad. We champion continuous learning and provide the tools you need to excel.
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Job Description
Career.zycto is seeking a dedicated and enthusiastic Online Chat Support Specialist to join our dynamic customer service team in Gbagada, Lagos. In this pivotal role, you will be the frontline voice of our e-commerce platform, engaging directly with customers through live chat to provide exceptional support, resolve inquiries, and ensure a seamless shopping experience. We are looking for an individual with outstanding written communication skills, a proactive approach to problem-solving, and a genuine passion for helping others.
As an Online Chat Support Specialist, you will handle a diverse range of customer interactions, from assisting with product information and order tracking to resolving technical issues and processing returns. Your ability to quickly understand customer needs, provide accurate information, and de-escalate situations with empathy and professionalism will be crucial. This role offers an excellent opportunity to grow your career in the fast-paced e-commerce sector, contributing directly to customer loyalty and brand reputation. If you thrive in a collaborative environment, are eager to learn about new products, and possess a knack for turning challenges into positive outcomes, we encourage you to apply and become a vital part of our success story.
Key Responsibilities
- Provide prompt, accurate, and empathetic support to customers via live chat, addressing inquiries related to products, orders, shipping, payments, and account management.
- Resolve customer complaints and issues efficiently, escalating complex problems to senior support staff when necessary, while maintaining detailed records.
- Educate customers on product features, benefits, and usage, ensuring they have a comprehensive understanding to make informed purchasing decisions.
- Maintain a high level of product knowledge and stay updated on new releases, promotions, and company policies.
- Contribute to improving the overall customer experience by providing feedback on common issues and suggesting solutions to enhance processes.
- Accurately document all customer interactions and resolutions in the CRM system.
- Collaborate with other departments, including sales and logistics, to ensure a cohesive and consistent customer experience.
Required Skills
- Excellent written communication and grammar skills in English.
- Proven ability to multitask and manage multiple chat conversations simultaneously.
- Strong problem-solving and critical thinking abilities.
- High level of empathy and a customer-first mindset.
- Proficiency in using computers and navigating various software applications.
- Ability to work effectively in a fast-paced and team-oriented environment.
- Minimum of 6 months experience in a customer service or chat support role.
Preferred Qualifications
- Previous experience in an e-commerce or retail environment.
- Familiarity with CRM software (e.g., Zendesk, Salesforce Service Cloud).
- Experience with online ticketing systems and knowledge bases.
- Ability to type accurately and efficiently (minimum 40 WPM).
Perks & Benefits
- Competitive monthly salary with performance bonuses.
- Comprehensive health insurance coverage.
- Paid time off and holiday benefits.
- Opportunities for professional development and career advancement.
- Access to ongoing training on e-commerce trends and customer service best practices.
- Supportive and collaborative team culture.
- Modern and comfortable office environment in Gbagada.
How to Apply
Interested candidates are invited to apply directly by clicking the application link below. Please ensure your resume highlights your customer service experience and written communication skills.
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