Customer Support Agent

7 days ago

Dubai, Dubai, United Arab Emirates Bamboo Card Full time

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.

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