As a Customer Experience Trainee, you’ll be the first point of contact for Bamboo users — the “Bamboo” that our users see. Your role will focus on responding to customer messages, escalating issues when needed, and surfacing valuable insights that shape our product and services. Working closely with the larger Customer Experience team, you’ll help identify opportunities to improve features and deliver an even better experience for our users.
This role is designed for individuals at the start of their careers who want to gain hands-on experience in a fast-paced, tech-driven environment. You’ll develop foundational skills in customer support, problem-solving, and communication, while learning how to understand customer needs and translate them into actionable solutions. You’ll be part of a collaborative, supportive team that values fresh perspectives and creative thinking.
This is a 6-month program with the potential to extend based on performance.
What you will be doing:
- Respond to inbound support queries via live chat and email, ensuring complete and timely resolutions.
- Build trust and confidence within the Bamboo user community through clear, empathetic communication.
- Deliver a stellar user experience that reflects Bamboo’s brand values at every touchpoint.
- Identify user needs and collaborate with internal teams to develop effective solutions.
- Troubleshoot product and service-related issues to help users get the most out of Bamboo.
- Escalate complex issues or recurring complaints, and follow up to ensure quick and satisfactory resolutions.
You’ll be a great fit if you - Have 0–12 months of customer service experience in fintech, payments, e-commerce, or a contact centre.
- Are open to weekend shifts when needed.
- You have the ability to manage issues in a competent, proactive, patient, and professional manner.
- Enthusiasm and desire to quickly learn and acquire new industry, company, product, or technical knowledge and best practices.
- Are passionate about startups, enjoy helping others, love to create initiatives that make a difference and always bring a smile, plenty of energy and pride to their work.
- You have effective verbal, written, and presentation skills to articulate ideas and plans clearly, accurately, and effectively with all levels of internal and external audiences.
- You have the ability to translate complex topics into clear, easy-to-understand messages.
- You are known for being a creative problem solver with the attitude that there is no problem that cannot be solved, fixed, or mitigated.
- You’re cool with candid feedback and see every setback as an opportunity to grow.
- You have a “can-do” attitude.
- Owning a problem doesn’t scare you, but rather empowers you to take 100% responsibility for achieving our mission.
- You’re never tired of learning.
KPIS - Maintaining a low response time to inbound enquiries.
- Maintaining a high customer satisfaction rate.
- Maintaining a low issue resolution time.
- Maintaining a high customer service quality score.
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