Customer Support Agent

Customer Support Agent

Industry Experience (Mandatory): E-commerce or Online Marketplace

Experience: Minimum 3 years

Department: Customer Support

Reports To: Customer Support Lead/Manager

About Bamboo Card: Bamboo Card is the Middle East’s leading Digital Prepaid Products Distributor and Rewards fulfilment Agency. Since 2018, we have delivered eGift Cards, Prepaid Cards, and Digital Top-Ups globally through our API and Client Portal.

Job Summary:

• We are hiring a Customer Support Agent for a non-voice role focused on email ticket handling, marketplace support, and B2C inquiries.
• You will validate tickets, troubleshoot issues, collaborate with suppliers, and ensure excellent customer communication.
• Zendesk experience is mandatory. Experience with AI support tools/AI agents is desired.

Key Responsibilities

• Handle customer emails, marketplace queries, and B2C tickets professionally.
• Validate, categorize, and prioritize incoming tickets.
• Troubleshoot and resolve customer issues promptly.
• Manage escalations and coordinate with suppliers when necessary.
• Maintain accurate ticket documentation in Zendesk.
• Meet SLA targets for response and resolution times.
• Maintain high-quality communication and contribute to CSAT improvements.
• Follow internal SOPs and ensure proper handover before leave.

Requirements

• Minimum 3-4 years’ experience in e-commerce or online marketplace customer support.
• Zendesk proficiency (Mandatory).
• Strong written communication skills (non-voice role).
• Ability to work with AI support tools/AI agents (Desired).
• Strong problem-solving, organization, and attention to detail.

Benefits:

• Competitive salary and performance-based increments.
• Annual leave + public holidays.
• Health insurance coverage.
• Visa sponsorship for employee as per UAE labor law.
• Supportive, multicultural work environment.
• Training, up skilling, and career growth opportunities.
• Exposure to global digital payments and rewards ecosystem.
• Modern office environment and collaborative team culture.