About Company
Career.zycto is seeking empathetic communicators to join a vibrant team supporting a leading e-commerce platform. We believe exceptional customer experiences are built on genuine connections, and our environment fosters growth for those passionate about service. Here, you’ll be empowered with the tools and training to excel, making a tangible difference for customers daily. We pride ourselves on a supportive culture where your voice matters, and professional development is a priority. Join us and shape the future of online customer engagement.
Job Description
Are you a natural problem-solver with a passion for helping people? Do you thrive in a dynamic, fast-paced environment where every interaction offers an opportunity to make a positive impact? Career.zycto is actively searching for an enthusiastic and dedicated Online Chat Support Specialist to become an integral part of our client’s rapidly expanding e-commerce team. This hybrid role offers the best of both worlds: the flexibility of working from home combined with essential on-site collaboration at our Apapa, Lagos office.
In this pivotal role, you will be the first point of contact for customers navigating an exciting online shopping platform. You’ll engage directly with users through live chat, providing real-time assistance, resolving inquiries, and ensuring a seamless and satisfying experience from browsing to post-purchase support. This isn’t just about answering questions; it’s about building trust, defusing frustration, and turning potential issues into opportunities for delight. You’ll handle a diverse range of topics, from product information and order tracking to troubleshooting technical glitches and processing returns, all while upholding the highest standards of professionalism and customer care.
We are looking for individuals who possess excellent written communication skills, a keen eye for detail, and the ability to multitask efficiently without compromising quality. Your empathetic approach and proactive attitude will be crucial in identifying customer needs and offering personalized solutions. While working remotely for a portion of your week, you will also be required to attend our Apapa office for team meetings, training sessions, and collaborative projects, ensuring you remain connected to our supportive community and benefit from continuous learning and development. If you’re ready to contribute your skills to an innovative e-commerce leader and grow your career in a vibrant, supportive setting, we encourage you to apply!
Key Responsibilities
- Provide prompt, accurate, and professional support to customers via live chat on an e-commerce platform.
- Address customer inquiries regarding product details, order status, shipping, returns, and payment issues.
- Troubleshoot common website navigation problems and guide users through processes.
- Document customer interactions thoroughly and accurately in the CRM system.
- Identify and escalate complex issues to appropriate internal teams when necessary.
- Collaborate with team members and supervisors to improve customer service processes and knowledge base.
- Maintain a high level of customer satisfaction and meet service level agreements (SLAs).
- Stay updated on product changes, company policies, and e-commerce trends.
- Participate in regular training sessions and team meetings, both virtually and on-site.
Required Skills
- Minimum 6 months of experience in a customer service or chat support role, preferably in an e-commerce environment.
- Excellent written communication and interpersonal skills in English.
- Proficiency in using live chat software and CRM systems.
- Strong problem-solving abilities and a customer-centric mindset.
- Ability to multitask and manage multiple chat conversations simultaneously.
- High school diploma or equivalent.
- Reliable internet connection and a conducive home workspace for remote periods.
Preferred Qualifications
- Prior experience with popular e-commerce platforms (e.g., Shopify, Magento, WooCommerce).
- Familiarity with ticketing systems like Zendesk or Freshdesk.
- Ability to type quickly and accurately (minimum 40 WPM).
- Experience in de-escalating customer complaints and turning negative experiences into positive ones.
- A degree or diploma in Communications, Marketing, Business Administration, or a related field.
Perks & Benefits
- Competitive salary and performance-based incentives.
- Comprehensive health insurance package.
- Paid time off and public holidays.
- Opportunities for professional development and career growth within the e-commerce sector.
- A supportive and collaborative team environment.
- Hybrid work model offering flexibility.
- Access to ongoing training and industry-best tools.
How to Apply
To seize this exciting opportunity and join our client’s growing team, please click on the application link below to submit your resume and a brief cover letter outlining your relevant experience and why you are the ideal candidate for this Online Chat Support Specialist role. We look forward to reviewing your application!
