About Company
At Career.zycto, we are pioneering talent acquisition in the dynamic e-commerce sector, connecting innovative businesses with exceptional professionals. For online chat support specialists, we offer an unparalleled opportunity to thrive within fast-paced, customer-centric environments. We partner with leading e-commerce platforms, providing you with a direct path to impactful roles where your communication skills and problem-solving abilities can shine. Join a network that values your expertise, fosters growth, and empowers you to deliver outstanding customer experiences. Discover your next career chapter through our dedicated support and extensive industry connections.
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Job Description
Are you a natural communicator with a passion for helping others and a keen interest in the fast-paced world of e-commerce? Career.zycto is seeking a dedicated and enthusiastic Online Chat Support Specialist to join our talent network, connecting you with prominent e-commerce platforms operating within Nigeria and beyond. This pivotal remote role involves providing exceptional real-time support to customers, resolving their queries, and ensuring a seamless shopping experience through various online chat channels.
As an Online Chat Support Specialist, you will be the frontline voice of a leading e-commerce brand, responsible for addressing customer inquiries regarding product information, order status, shipping details, payment issues, returns, and general website navigation. You will play a crucial role in building customer loyalty by delivering prompt, accurate, and empathetic assistance. The ideal candidate thrives in a digital environment, possesses excellent written communication skills, and has a strong problem-solving aptitude. You will be expected to manage multiple chat conversations simultaneously while maintaining a high level of professionalism and efficiency. This position is perfect for someone who is tech-savvy, enjoys continuous learning, and is committed to making a tangible positive impact on customer satisfaction. If you are eager to develop your career in customer service within the dynamic e-commerce industry, working remotely from the comfort of your home base in Ojota, Kosofe, then we encourage you to apply and become a part of the Career.zycto talent community.
Key Responsibilities
- Provide professional and timely online chat support to customers regarding e-commerce products, services, and policies.
- Respond to customer inquiries about order tracking, product details, account management, shipping, returns, and refunds.
- Troubleshoot and resolve customer issues efficiently, escalating complex problems to the appropriate department when necessary.
- Maintain accurate records of customer interactions, transactions, comments, and complaints using CRM software.
- Proactively identify opportunities to enhance the customer experience and contribute to customer retention.
- Educate customers on platform features, promotions, and self-service options.
- Adhere to company guidelines and service level agreements (SLAs) for response times and resolution rates.
- Collaborate with internal teams (e.g., logistics, technical support) to ensure comprehensive customer solutions.
Required Skills
- Minimum of 6 months experience in a customer service or support role, preferably online chat.
- Excellent written communication skills with strong grammar, spelling, and punctuation.
- Proficiency in using online chat tools and CRM software.
- Ability to multitask and manage multiple conversations simultaneously without compromising quality.
- Strong problem-solving abilities and a calm demeanor under pressure.
- High level of empathy and a customer-first mindset.
- Reliable internet connection and a conducive home office environment for remote work.
Preferred Qualifications
- Previous experience specifically within an e-commerce platform environment.
- Familiarity with various e-commerce payment gateways and logistics processes.
- A diploma or degree in Business Administration, Communications, or a related field.
- Experience with Zendesk, Freshdesk, Intercom, or similar customer support platforms.
- Fluency in additional local languages (e.g., Yoruba, Igbo, Hausa) is a plus.
Perks & Benefits
- Competitive monthly salary with performance incentives.
- Fully remote work model, offering flexibility and work-life balance.
- Opportunities for professional growth and career advancement within the e-commerce sector.
- Access to ongoing training and development programs.
- Exposure to diverse e-commerce businesses and customer bases.
- Supportive team environment and mentorship opportunities.
How to Apply
Interested candidates are encouraged to apply by clicking the application link below. Please ensure your resume highlights your customer service experience and written communication skills. Only shortlisted candidates will be contacted for an interview.
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