About Company
Imagine making a tangible impact on customer happiness every day. At Career.zycto, we are a dynamic platform dedicated to connecting exceptional talent with pioneering opportunities, especially within the booming e-commerce sector. We believe in fostering environments where customer experience champions can thrive, leveraging their communication skills to solve problems and build lasting relationships. For an online chat support professional, Career.zycto offers a gateway to engaging roles where your contributions are valued, your growth is supported, and you directly shape positive brand perceptions. Join us in shaping the future of customer interaction.
Job Description
Are you passionate about delivering exceptional customer experiences and thrive in a fast-paced digital environment? Career.zycto is seeking a highly motivated and customer-focused Online Chat Support Specialist to join our vibrant team, supporting a leading e-commerce platform. In this hybrid role, you will be the first point of contact for customers, providing real-time assistance and solutions through live chat. Your primary objective will be to ensure customer satisfaction by addressing inquiries, resolving issues, and guiding users through various aspects of their online shopping journey.
This is more than just answering questions; it’s about becoming a trusted advocate for our customers. You will utilize your sharp problem-solving skills to navigate a wide range of topics, including product information, order tracking, payment queries, technical support for website navigation, and post-purchase assistance. Success in this role requires not only excellent written communication and a friendly demeanor but also the ability to think on your feet, empathize with customer concerns, and maintain a professional tone even under pressure. You will be instrumental in building brand loyalty and ensuring a seamless, enjoyable online shopping experience. We are looking for an individual who is proactive, detail-oriented, and dedicated to upholding the highest standards of customer service within the exciting world of e-commerce.
Key Responsibilities
- Provide prompt, professional, and accurate support to customers via live chat, responding to inquiries related to products, orders, payments, and general e-commerce platform usage.
- Efficiently resolve customer issues and complaints, escalating complex problems to the appropriate internal teams when necessary, while ensuring a positive resolution.
- Maintain comprehensive knowledge of products, services, and company policies to provide informed assistance and guidance.
- Document all customer interactions accurately and thoroughly in the CRM system, capturing feedback and relevant details for continuous improvement.
- Proactively identify opportunities to enhance the customer experience and contribute ideas for service optimization.
- Collaborate effectively with sales, logistics, and technical support teams to ensure a cohesive customer journey.
- Adhere to established service level agreements (SLAs) and performance metrics, striving for high customer satisfaction scores.
- Assist with basic technical troubleshooting related to website access or account management.
- Potentially identify opportunities for upselling or cross-selling relevant products/services based on customer needs.
Required Skills
- Excellent written communication skills in English, with impeccable grammar and spelling.
- Strong typing speed and accuracy (minimum 40 WPM).
- Proven ability to empathize with customers and maintain a patient, customer-centric approach.
- Exceptional problem-solving abilities and a proactive attitude towards issue resolution.
- Ability to multitask and manage multiple chat conversations simultaneously in a fast-paced environment.
- Basic computer proficiency and familiarity with web browsers and online applications.
- A keen eye for detail and strong organizational skills.
- Ability to work effectively both independently and as part of a team.
Preferred Qualifications
- Minimum of 1 year of experience in online chat support, customer service, or a call center environment, preferably within the e-commerce sector.
- Familiarity with CRM software (e.g., Salesforce, Zendesk) and live chat platforms.
- Experience with popular e-commerce platforms (e.g., Shopify, Magento, WooCommerce).
- A degree or diploma in Business Administration, Communications, Marketing, or a related field.
- Fluency in additional Nigerian languages (e.g., Yoruba, Igbo, Hausa) is a plus.
Perks & Benefits
- Competitive salary package with performance-based bonuses.
- Comprehensive health insurance options.
- Opportunities for professional development and career growth within the e-commerce industry.
- Flexible hybrid work model, blending on-site collaboration with remote work convenience.
- A friendly, supportive, and dynamic work environment.
- Paid time off and public holidays.
- Access to modern tools and technologies.
How to Apply
Interested candidates are encouraged to click on the application link below to submit their resume and a brief cover letter outlining their experience and suitability for this role. We look forward to reviewing your application!
