Customer Support Agent (B2B/ B2C)
Job Fit Check
Base Career helps you apply smarter for this job.
Key skills for this role
About the Role
About Us Bamboo Card is the Middle East’s leading Digital Prepaid Products Distributor and Rewards Fulfilment agency. Since 2018, we have supported global loyalty programs and enterprise rewards systems with a robust catalogue of eGift Cards, Prepaid Cards, and Mobile Top-Ups.
Key Skills for This Role
Full Job Posting
About Us
Bamboo Card is the Middle East’s leading Digital Prepaid Products Distributor and Rewards Fulfilment agency.
Since 2018, we have supported global loyalty programs and enterprise rewards systems with a robust catalogue of eGift Cards, Prepaid Cards, and Mobile Top-Ups.
With industry-leading digital delivery infrastructure via API and Client Portal, we ensure seamless, secure, and real-time reward distribution across the region
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.
Job 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
Job Requirements
- **Minimum 4+ years experience in the gift card industry, e-commerce or online marketplace**
- **customer support Mandatory**
- **Zendesk**
- proficiency Mandatory
- Strong written communication skills in English, this is a 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 t
Apply for this job in 1 click
Skip the repetitive application forms
Install the Base Career Chrome Extension and autofill job applications across major job boards with your profile.
Trusted by over 500,000 job seekers on Base Career
More from this employer
More jobs at Bamboo Card
Manager - People & Culture
Dubai, UAE
Lead talent acquisition, employee experience, and people operations while fostering culture and engagement in a fast-paced environment with strong HR expertise.
Head of Purchasing & Supplier Operations
Dubai, UAE
Manage supplier relationships, negotiate commercial terms, ensure margin control, and oversee procurement governance with strong experience in supplier management and e-commerce.
Head of Fulfillment & Delivery Operations
Dubai, UAE
Responsible for end-to-end fulfillment and delivery operations, ensuring accurate order delivery, code inventory management, and financial reconciliation.
Supplier Relationship Lead
Dubai, UAE
About Us: Bamboo Card is the Middle East’s leading Digital Prepaid Products Distributor and Rewards Fulfilment agency. Since 2018, we have supported global loyalty programs and enterprise rewards systems with a robust ca
Head of Purchasing & Supplier Operations
Dubai, UAE
About Us Bamboo Card is the Middle East's leading Digital Prepaid Products Distributor and Rewards Fulfilment agency. Committed to trust, dependability, and excellence, we have been revolutionizing global loyalty program
Head of Customer Experience
Dubai, UAE
About Bamboo Card Bamboo Card is the Middle East’s leading Digital Prepaid Products Distributor and Rewards Fulfilment agency. Since 2018, we have supported global loyalty programs and enterprise rewards systems with a r
Senior Technical Recruiter
Dubai, UAE
About Us Bamboo Card is the Middle East's leading Digital Prepaid Products Distributor and Rewards Fulfilment agency. Committed to trust, dependability, and excellence, we have been revolutionizing global loyalty program
Manager- People & Culture
Dubai, UAE
About Us Bamboo Card is the Middle East's leading Digital Prepaid Products Distributor and Rewards Fulfilment agency. Committed to trust, dependability, and excellence, we have been revolutionizing global loyalty program
Manager - People & Culture
Dubai, UAE
Head of Purchasing & Supplier Operations
Dubai, UAE
Head of Fulfillment & Delivery Operations
Dubai, UAE
Supplier Relationship Lead
Dubai, UAE
Head of Purchasing & Supplier Operations
Dubai, UAE
Head of Customer Experience
Dubai, UAE
Senior Technical Recruiter
Dubai, UAE
Manager- People & Culture
Dubai, UAE