About Company
Are you a natural communicator passionate about customer satisfaction? Career.zycto is a rapidly expanding force in the e-commerce sector, dedicated to transforming online shopping experiences across Nigeria and beyond. We believe exceptional support is the cornerstone of our success, empowering our customers with seamless assistance. Joining our team means contributing to a vibrant culture where your voice is heard, your skills are honed, and your career path is nurtured. We thrive on innovation and a collaborative spirit, making Career.zycto an ideal place for dedicated chat support professionals to flourish and make a real impact daily.
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Job Description
Career.zycto is seeking a highly empathetic and proactive Online Chat Support Specialist to join our dynamic customer success team. In this pivotal role, you will be the primary point of contact for our valued customers, providing exceptional support for our fast-growing e-commerce platform. You’ll engage with users via live chat, addressing inquiries, resolving issues, and guiding them through their online shopping journey, from product discovery to post-purchase support. This isn’t just about answering questions; it’s about building relationships, understanding customer needs, and transforming potential frustrations into positive experiences. We pride ourselves on creating a seamless and enjoyable customer experience, and your ability to communicate clearly, patiently, and efficiently will be critical to upholding our brand’s reputation. You will be instrumental in identifying trends in customer feedback, contributing insights that help us continuously improve our platform and services. If you’re passionate about e-commerce, love problem-solving, and excel at written communication, this is your opportunity to contribute to a company that values its customers and its team members equally. Join us in shaping the future of online retail by ensuring every customer interaction is a memorable one.
Key Responsibilities
- Engage with customers in real-time via live chat, providing prompt, accurate, and empathetic responses to inquiries.
- Troubleshoot and resolve customer issues related to orders, products, shipping, payments, and account management.
- Guide customers through website navigation, product selection, and checkout processes.
- Document customer interactions thoroughly and accurately in our CRM system.
- Collaborate with other departments (e.g., logistics, product, technical support) to resolve complex issues efficiently.
- Identify and escalate urgent or complex issues to senior support staff as needed.
- Contribute to the development and improvement of knowledge base articles and FAQ sections.
- Maintain a high level of customer satisfaction through professional and engaging communication.
- Stay updated on product changes, new features, and company policies to provide informed support.
Required Skills
- Excellent written communication skills in English, with strong grammar and spelling.
- Proven ability to multitask, prioritize, and manage time effectively in a fast-paced environment.
- Strong problem-solving abilities and a customer-first mindset.
- Proficiency with live chat software and CRM systems.
- High level of empathy and patience when dealing with diverse customer queries.
- Ability to work independently as well as part of a collaborative team.
- Basic technical aptitude to understand and explain e-commerce platform functionalities.
Preferred Qualifications
- Previous experience in online chat support, customer service, or a call center environment, specifically within e-commerce.
- Familiarity with e-commerce platforms and online retail operations.
- Experience with ticketing systems like Zendesk, Freshdesk, or similar.
- A bachelor's degree or HND in a relevant field.
- Ability to communicate in additional local Nigerian languages (e.g., Yoruba, Igbo, Hausa) is a plus.
Perks & Benefits
- Competitive monthly salary.
- Health and wellness benefits.
- Opportunities for professional development and career growth.
- A vibrant and supportive team culture.
- Flexible remote work model.
- Performance-based incentives and bonuses.
- Access to cutting-edge e-commerce tools and technologies.
How to Apply
To seize this exciting opportunity, please click on the application link below. Ensure your resume and cover letter highlight your relevant experience and passion for customer satisfaction in the e-commerce space. We look forward to reviewing your application!
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