Customer Support Agent
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Key skills for this role
About the Role
Customer Support Agents handle customer queries, troubleshoot issues, maintain documentation in Zendesk, and ensure timely responses while meeting service level agreements.
Key Skills for This Role
Responsibilities
- Handle customer emails, marketplace queries, and B2C tickets professionally and within SLA
- Validate, categorise, and prioritise incoming tickets accurately
- Troubleshoot and resolve customer issues including invalid codes, delayed deliveries, and failed orders
- Escalate supplier related issues internally to the Purchasing team
- Maintain accurate ticket documentation and tagging in Zendesk
- Meet SLA targets for first 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 gift card industry, e commerce, or online marketplace customer support
- Zendesk proficiency
- Strong written communication skills in English
- Ability to work with AI support tools or AI agents
- Strong problem solving, organization, and attention to detail
- Comfortable managing high volume of tickets while meeting strict SLA targets
- Experience handling B2B client queries and B2C consumer complaints concurrently
Full Job Posting
Role Overview
- Customer Support Agents are the front line of Bamboo Card's customer experience.
- They handle customer and client queries, document issues accurately, capture evidence and escalate to the correct internal team.
- Agents do not manage suppliers; all supplier escalations go through the Purchasing pillar.
- The role requires strong attention to detail, fast response habits, and clear escalation judgment.
Key Responsibilities
- Handle customer emails, marketplace queries and B2C tickets professionally and within SLA
- Validate, categorise and prioritise incoming tickets accurately
- Troubleshoot and resolve customer issues including invalid codes, delayed deliveries and failed orders
- Escalate supplier related issues internally to the Purchasing team; never contact suppliers directly
- Maintain accurate ticket documentation and tagging in Zendesk
- Meet SLA targets for first 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 the gift card industry, e commerce or online marketplace customer support
- Zendesk proficiency (Mandatory)
- Strong written communication skills in English (non voice role)
- Ability to work with AI support tools or AI agents (Desired)
- Strong problem solving, organisation and attention to detail
- Comfortable managing a high volume of tickets while meeting strict SLA targets
- Experience handling B2B client queries and B2C consumer complaints concurrently (Desired)
Benefits
- Competitive salary package aligned to the UAE market
- Visa sponsorship provided
- Health insurance coverage
- Real opportunity to grow with the business and take on expanded responsibilities over time
- Be part of Bamboo Card's next chapter as we scale our platform and expand across new markets
- Work within a collaborative, entrepreneurial team that values ownership and impact
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