Customer Support Agent – Outbound
Company: Bumpa
Job Type: Full-Time
Location: Lagos, Lagos State
Application Deadline: February 23, 2025
Job Summary
Bumpa is looking for a proactive, tech-savvy, and results-driven Customer Support Agent – Outbound to join our team. This role is focused on engaging high-potential sign-ups, converting them into premium users, and ensuring they are fully onboarded on our platform. Success in this role will be measured by your ability to help merchants quickly realize the value of Bumpa while fostering strong relationships.
To excel, you need exceptional interpersonal skills, a deep understanding of our product, a consultative approach, and the ability to translate technical features into practical benefits. As the first point of contact for many merchants, you’ll play a critical role in providing a seamless onboarding experience, proactively addressing their needs, and ensuring they can maximize Bumpa’s tools.
At Bumpa, we take pride in delivering exceptional customer service. We want our merchants to rave about the genuine care, timely responses, and unparalleled support they receive—just like the top-tier service at Zappos and Amazon. If you’re passionate about delivering outstanding customer experiences, we’d love to have you on our team!
Key Responsibilities
- Proactively reach out to new high-potential sign-ups via phone and email, driving conversion to premium plans.
- Conduct product demonstrations and training sessions to showcase Bumpa’s features and benefits.
- Build trust and rapport with merchants through clear, empathetic communication and a customer-first approach.
- Assist merchants in setting up their accounts and configuring profiles for optimal use.
- Collaborate with the Support team to resolve any technical issues during onboarding.
- Ensure merchants, from small businesses to high-growth enterprises, are comfortable and proficient in using all platform features.
- Understand merchant goals and help them achieve their first value milestone quickly.
- Monitor merchant progress, ensuring they maximize their platform usage.
- Analyze onboarding trends and provide weekly, monthly, and quarterly reports.
- Work with cross-functional teams (Support, Account Management) to optimize onboarding strategies and improve key performance indicators.
Requirements
- Entry-level role (0-2 years of experience).
- Bachelor’s degree in Business, Marketing, Communication, or a related field (or equivalent experience).
- Enthusiastic self-starter with a passion for helping businesses grow.
- Experience in customer success, onboarding, account management, or sales is a plus but not mandatory.
- Strong interpersonal skills with the ability to build trust and connect with a diverse range of people.
- Exceptional communication skills (verbal and written) with the ability to explain concepts clearly and empathetically.
- Metrics-driven mindset with a track record of meeting and exceeding performance goals.
- Detail-oriented, organized, and capable of multitasking in a fast-paced environment.
- Familiarity with tools like Freshdesk, CRM software, Slack, and Google Suite is a plus.
Benefits
- Competitive salary
- Paid annual leave
- Full extended medical benefits
- Supportive and collaborative work culture
- Diverse, talented, and innovative team
- Fun and engaging work environment
- Growth opportunities within Bumpa and beyond
Join Bumpa and help shape the future of e-commerce by delivering exceptional customer experiences!
