About Company
At Career.zycto, we are pioneering the next generation of e-commerce solutions, empowering businesses to thrive in the digital marketplace. We understand that exceptional customer experiences are the cornerstone of success, which is why we’re building a team dedicated to seamless support. Join us and be at the forefront of our commitment to user satisfaction. We offer a dynamic, inclusive environment where your communication skills can shine, helping thousands of customers daily. If you’re passionate about making a real difference and growing with an innovative company, Career.zycto provides the perfect platform to launch or advance your career in online customer engagement.
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Job Description
Are you an excellent communicator with a genuine passion for helping others succeed in the digital space? Career.zycto is actively seeking a dedicated and enthusiastic Remote Online Chat Support Specialist to join our rapidly expanding team. In this pivotal role, you will serve as the primary point of contact for users navigating our cutting-edge e-commerce platform, ensuring their journey is seamless, efficient, and exceptionally positive. You will engage proactively with customers through live chat channels, addressing a diverse range of inquiries related to order status, product details, account management, payment processing, and basic technical troubleshooting. Your ability to provide clear, concise, and empathetic responses will be crucial in resolving issues swiftly and effectively, significantly enhancing customer satisfaction and loyalty.
At Career.zycto, we are at the forefront of building intuitive and robust e-commerce solutions designed to empower businesses across Nigeria to thrive online. Our core mission is to simplify online selling for merchants and delight their customers with unparalleled service. As an Online Chat Support Specialist, you are not just answering questions; you are a vital brand ambassador, directly impacting our users’ perception of our brand and the quality of our service. We champion a supportive, collaborative, and results-oriented remote work environment, where every team member is valued, equipped with the necessary tools, and encouraged to excel. You’ll be integrated into a dynamic team that thrives on proactive problem-solving, continuous learning, and fostering strong customer relationships. This position offers an exciting opportunity to contribute significantly to our user success from the comfort of your home, eliminating the daily commute while maintaining a high level of professional engagement. If you are meticulously detail-oriented, possess strong empathy, and command excellent written English, we strongly encourage your application. We are seeking individuals who are not merely processing requests but are genuinely invested in understanding underlying customer needs, anticipating potential issues, and consistently going above and beyond to provide outstanding support. Join Career.zycto and help us define the gold standard for e-commerce customer service in Nigeria.
Key Responsibilities
- Provide real-time online chat support to customers using our e-commerce platform.
- Address customer inquiries, resolve issues, and provide detailed information regarding products, orders, payments, and services.
- Guide customers through platform features, account management, and troubleshooting steps.
- Escalate complex technical issues or unresolved customer complaints to the appropriate internal teams.
- Maintain accurate records of customer interactions and transactions in our CRM system.
- Identify and report trends in customer queries to help improve product and service offerings.
- Contribute to the development and maintenance of FAQs and knowledge base articles.
- Ensure compliance with company policies and service level agreements (SLAs).
- Proactively engage with customers to anticipate needs and offer assistance.
Required Skills
- Excellent written communication skills in English.
- Strong empathy and customer-centric approach.
- Ability to type quickly and accurately.
- Proficiency in using chat support software and CRM systems.
- Basic technical troubleshooting skills.
- Ability to multitask and manage multiple chat conversations simultaneously.
- Problem-solving attitude and ability to work under pressure.
- High-speed internet connection and a quiet home office environment.
- Reliable computer hardware and software.
Preferred Qualifications
- Previous experience in online chat support, customer service, or a call center environment, particularly in e-commerce.
- Familiarity with e-commerce platforms (e.g., Shopify, WooCommerce, Magento).
- Experience with ticketing systems like Zendesk, Freshdesk, or Intercom.
- Basic understanding of digital marketing or online retail operations.
- Ability to communicate in local Nigerian languages (e.g., Yoruba, Igbo, Hausa) is a plus.
Perks & Benefits
- Competitive salary and performance bonuses.
- Flexible remote work environment.
- Opportunities for professional growth and skill development.
- Access to continuous learning resources and training.
- Supportive and collaborative team culture.
- Paid time off and holidays.
- Health and wellness stipends.
How to Apply
Interested candidates are invited to click the application link below to submit their resume and a brief cover letter outlining their experience and suitability for this remote role. Please ensure your application highlights your written communication skills and any previous e-commerce or chat support experience. We look forward to reviewing your application!
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