Customer Support Specialist Job at Bumpa

Bumpa is redefining commerce in Africa by building the infrastructure that is powering digital commerce on the continent for small business owners (SBOs). Commerce is becoming ever more digital, the way we sell, buy and exchange value is changing faster than ever. Buyers want more convenient ways to buy, pay for products/services, and engage businesses while Sellers want more control over how they sell, manage their business, engage their customers and collect customer data.

We are recruiting to fill the position below:

Job Position: Customer Support Specialist

Job Location: Nigeria
Employment Type: Contract

Job Summary

• At Bumpa, we have shaken up the E-commerce game, and we want you to be a part of it! Join our vibrant customer support team, where our unwavering dedication to customers is the foundation of all we do.
• Renowned for our exceptional team culture marked by fun, friendliness, and professionalism, we provide an environment where your skills and talents will be acknowledged, valued, and rewarded.
• Become a part of our dynamic team and step into the exciting role of delivering unparalleled customer support seamlessly across various channels, including phone, email, and live chat.
• Each individual is a key player in our collective success, actively contributing to a shared vision of excellence.
• Your efforts will ensure that customers subscribe, adopt, embrace and expand the use of our app.
• At Bumpa, we want our customers to brag about the genuine care, timely response, and overwhelming love they enjoy in addition to our dope app.
• Also, we’d like the excellent service we deliver to our customers to be one of Bumpa’s major selling points (like Zappos and Amazon), so our Merchant Success team needs to have this same drive

Key Responsibilities

• Multichannel Excellence: Delivering unparalleled customer support seamlessly across diverse channels, including phone, email, and live chat.
• Rapid Response Expertise: Swiftly and professionally addressing customer enquiries, concerns and issues in a timely manner.
• Exceeding Customer Expectations: Resolving customer problems and ensuring complete satisfaction with our products/services.
• Cross-functional collaboration: Collaborating with cross-functional teams to resolve complex customer issues.
• Precision Record-Keeping: Maintaining accurate and detailed records of customer interactions and resolutions.
• Be a trusted advisor for assigned merchants, know their business and competitive landscape and champion how Bumpa can help their business succeed.
• Collaborate internally to drive engagement and retention across our entire merchant base.
• Nurture and engage assigned merchants through proactive outreach and other tactics, such as hosting webinars, product demonstrations, onboarding, and creating email campaigns
• Managing merchant escalations from our Support and Community engagement teams to deliver best-practice solutions and guidance and walking customers through problem-solving processes.  
• Obtaining merchant feedback and identifying problem areas before they become major issues
• Preparing reports on weekly support trends
• Any other task or project assigned by your Line Manage

Requirements

• Bachelor's degree in any related field
• 2-3 years of experience as a Customer Support Specialist or similar role
• Strong technical knowledge
• Critical thinking and organization skills
• Self-starter, entrepreneurial, proactive, hungry, passionate, tech-savvy, & quick to learn
• Excited to pursue revenue retention and customer health targets that will fuel Bumpa’s growth.
• Able to build client relationships quickly 
• Experience with process design and improvement
• Strong interpersonal and communication skills (both verbal and written). You're able to explain concepts clearly and concisely
• Desire to work closely with customers in sometimes tough situations
• Experience using Freshdesk, CRM tool, Slack, and Google Suite would be an advantage. 
• Interested in building a career with a growth-oriented company

Benefits

• Competitive salary
• Remote Work
• Paid annual leave
• Full extended medical benefits
• A supportive and collaborative internal culture
• Diverse, smart, and talented co-workers
• A collaborative, fun work environment where laughing and learning to go together
• Growth opportunity to same and other roles.