Customer Support Associate

Here’s the difference you’ll make

You will deliver responsive, accurate, and customer-focused support for 2GO services within our industry. The role ensures efficient handling of customer inquiries, complaints, and service requests across multiple channels, contributing to customer satisfaction, operational efficiency, and brand loyalty. The associate serves as a key touchpoint between customers and the company, supporting ticketing, cargo, shipment tracking, booking modifications, and service recovery processes, while upholding 2GO’s standards of excellence and commitment to a smooth, reliable customer experience.

What You’ll Do

Answer incoming calls, emails, and chats to address inquiries related to travel bookings, cargo shipments, and service information.

Provide accurate information regarding products, services, policies, and procedures.

Resolve customer concerns, complaints, and requests while ensuring customer satisfaction.

Handle complaints professionally by investigating issues, providing appropriate solutions, and escalating complex cases when needed.

Assist customers in tracking packages, providing real-time updates, and clarifying delivery timelines or delays.

Coordinate with internal teams to resolve customer issues and ensure timely follow-up.

Adhere to call scripts, service protocols, and quality assurance standards to ensure consistent service delivery.

Log all customer interactions, service issues, and resolutions in the CRM or call management system. Use 3CX(Telephony tool) and

Freshworks(Ticketing tool)

Upsell or inform customers about new routes, services, or promotions whenappropriate duringinteractions.

Set realistic timelines and expectationsregardingservice turnaround, resolution periods, and procedures.

Handle customer information in compliance with company policies and data protection regulations.

Consistently achieve performance metrics such as response time, resolution time, customer satisfaction scores, and call quality standards.

Regularly attend trainings and briefings to remain informed about changes in

schedule

s, policies, or system tools.

Collaborate with team members to achieve department objectives and maintains positive, customer-first work environment.

Prepares and submits CIC-related reports timely and accurately to internal and external clients.

Provides excellent customer service and escalates toleaderany issues and concerns that are beyond his/her capacity to resolve.

Adheres to plans and projects whichaimsto improve overall team performance and productivity.

• You’ll thrive in this role if you
• Have a Bachelor’s Degree in Business such as Management or any related course
• With at least 1 to 2 years work experience
• Competencies, Skills,Knowledgeand Abilities

Technical Competencies

Call Center Software Operation

Shipment Tracking Tools

Booking and Reservation Systems

Customer Relationship Management (CRM) Systems

Product and Service Knowledge

Reporting and Documentation Skills

Knowledge of Logistics Processes

Others

Communication Skills

Customer Focus

Call Handling Skills

Call Workflow Process

What’s In It For You at 2GO?

Own work that matters. You are trusted to deliver safe, reliable, and on-time service that keeps people and goods moving.

Grow where you’re supported. You work in a team-first environment that prioritizes safety, care, and continuous learning.

Excel every day. You are empowered and recognized for raising standards and delivering everyday excellence on the ground.

Be recognized and feel valued—at work and beyond. Receive and enjoy competitive compensation, performance bonuses, incentives, travel perks, Day 1 access to health and wellness programs and paid time off designed to support your well-being