About Company
Career.zycto is a dynamic recruitment firm committed to connecting top talent with innovative companies across Nigeria. We believe in fostering growth and creating meaningful career paths for professionals in diverse industries. For an online chat support specialist, Career.zycto offers unparalleled opportunities to join forward-thinking e-commerce platforms, providing a foundation for skill development and direct impact on customer satisfaction. We prioritize roles that allow you to thrive in a supportive and engaging environment, making us an ideal partner for your career aspirations in the digital space.
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Job Description
Are you a proactive problem-solver with a passion for delivering exceptional customer service? Career.zycto is seeking a dedicated and enthusiastic Online Chat Support Specialist to join a thriving e-commerce platform. This remote role offers a fantastic opportunity to be the friendly voice (or rather, text) of a fast-growing online business, assisting customers with their inquiries, solving issues, and ensuring a seamless shopping experience from the comfort of your home in Maryland, Lagos.
As an Online Chat Support Specialist, you will be on the front lines, engaging directly with customers via live chat channels. Your primary goal will be to provide timely, accurate, and empathetic support, addressing a wide range of topics including product information, order status, shipping inquiries, returns, technical assistance, and general account management. You’ll be instrumental in building customer loyalty, resolving complex situations with grace, and escalating issues when necessary to ensure complete customer satisfaction. This position demands excellent written communication skills, a keen eye for detail, and the ability to multitask effectively in a fast-paced digital environment. We’re looking for someone who can quickly understand customer needs, articulate solutions clearly, and maintain a positive and professional demeanor at all times. If you thrive on helping others, love the convenience of remote work, and are eager to contribute to the success of an innovative e-commerce brand, we encourage you to apply and become a vital part of our client’s customer success team.
Key Responsibilities
- Provide prompt, accurate, and friendly support to customers via live chat, addressing inquiries related to products, orders, payments, shipping, and returns.
- Resolve customer issues efficiently, offering solutions and troubleshooting common problems to ensure a positive customer experience.
- Escalate complex or unresolved issues to appropriate internal teams (e.g., technical support, management) when necessary.
- Maintain detailed records of customer interactions, transactions, comments, and complaints in the CRM system.
- Stay up-to-date with product knowledge, company policies, and e-commerce trends to provide the most current and accurate information.
- Identify and report potential system bugs or recurring customer feedback to help improve the platform and service.
- Collaborate with team members to achieve customer satisfaction targets and contribute to a positive team environment.
Required Skills
- Excellent written communication and grammar skills in English.
- Minimum of 1 year experience in a customer service or chat support role, preferably within an e-commerce environment.
- Proficiency in using live chat software and CRM systems.
- Strong problem-solving abilities and a proactive approach to issue resolution.
- Ability to multitask, prioritize, and manage time effectively in a fast-paced remote setting.
- High level of empathy and patience when dealing with diverse customer needs.
- Reliable high-speed internet connection and a conducive home office environment.
Preferred Qualifications
- Prior experience working remotely.
- Familiarity with various e-commerce platforms (e.g., Shopify, WooCommerce).
- Certification in customer service or related fields.
- Experience with online ticketing systems.
Perks & Benefits
- Competitive monthly salary.
- Opportunity for career growth and professional development.
- Flexible remote work arrangement.
- Access to training and learning resources.
- Supportive team environment.
- Opportunity to work with an innovative e-commerce brand.
How to Apply
Interested and qualified candidates are encouraged to apply by clicking on the application link below. Please ensure your resume highlights your customer service experience and written communication skills.
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