Customer Support Agent - E-commerce and Online Marketplace
We are hiring a Customer Support Agent for a non-voice role focused on email ticket handling, marketplace support, and B2C inquiries. The ideal candidate will have experience in e-commerce or online marketplace customer support and proficiency in Zendesk. Strong written communication skills and problem-solving abilities are required.
Key Highlights
Technical Skills Required
Benefits & Perks
Job Description
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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