Customer Support Associate
Posted Updated
Description
<p class="MsoNormal"><b><u>Here’s the difference you’ll make</u></b> </p><p></p><p class="MsoNormal">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. </p><p></p><p class="MsoNormal"> <br />
<b><u>What you’ll do</u></b> </p><p></p><p class="MsoNormal">Answer incoming calls, emails, and chats to address
inquiries related to travel bookings, cargo shipments, and service information. </p><p></p><p class="MsoNormal">Provide accurate information regarding products, services, policies, and procedures. </p><p></p><p class="MsoNormal">Resolve customer concerns, complaints, and requests while ensuring customer satisfaction. </p><p></p><p class="MsoNormal">Handle complaints professionally by investigating issues,
providing appropriate
solutions, and escalating complex cases when needed. </p><p></p><p class="MsoNormal">Assist customers
in tracking packages, providing real-time updates, and clarifying delivery
timelines or delays. </p><p></p><p class="MsoNormal">Coordinate with internal teams to resolve customer issues and ensure timely follow-up. </p><p></p><p class="MsoNormal">Adhere to call scripts, service protocols, and quality
assurance standards to ensure consistent service delivery. </p><p></p><p class="MsoNormal">Log all customer interactions, service issues, and
resolutions in the CRM or call management system. Use 3CX(Telephony tool) andFreshworks(Ticketing tool) </p><p></p><p class="MsoNormal">Upsell or inform customers about new routes, services, or
promotions whenappropriate
duringinteractions. </p><p></p><p class="MsoNormal">Set realistic timelines and expectationsregardingservice turnaround, resolution periods, and
procedures. </p><p></p><p class="MsoNormal">Handle customer information in compliance with company
policies and data protection regulations. </p><p></p><p class="MsoNormal">Consistently achieve performance metrics such as response
time, resolution time, customer satisfaction scores, and call quality
standards. </p><p></p><p class="MsoNormal">Regularly attend trainings and briefings to remain informed
about changes in schedules, policies, or system tools. </p><p></p><p class="MsoNormal">Collaborate with team members to achieve department objectives and maintains positive, customer-first work environment. </p><p></p><p class="MsoNormal">Prepares and submits CIC-related reports timely and accurately to internal and
external clients. </p><p></p><p class="MsoNormal">Provides excellent customer service and escalates toleaderany issues and concerns that are beyond his/her
capacity to resolve. </p><p></p><p class="MsoNormal">Adheres to plans and projects whichaimsto
improve overall team performance and productivity. </p><p></p><p class="MsoNormal"> </p><p></p><p class="MsoNormal"><b><u>You’ll thrive in this role if you</u></b> </p><p></p><p class="MsoNormal">Have a Bachelor’s Degree in Business such as Management or
any related course </p><p></p><p class="MsoNormal">With at least 1 to 2 years work experience </p><p class="MsoNormal"><b>Competencies, Skills,</b><b>Knowledge</b><b>and
Abilities</b> </p><p></p><p class="MsoNormal"><b>Technical Competencies</b> </p><p></p><p class="MsoNormal" style="text-indent:18pt;">Call Center Software Operation </p><p></p><p class="MsoNormal" style="text-indent:18pt;">Shipment Tracking Tools </p><p></p><p class="MsoNormal" style="text-indent:18pt;">Booking and Reservation Systems </p><p></p><p class="MsoNormal" style="text-indent:18pt;">Customer Relationship Management
(CRM) Systems </p><p></p><p class="MsoNormal" style="text-indent:18pt;">Product and Service Knowledge </p><p></p><p class="MsoNormal" style="text-indent:18pt;">Reporting and Documentation
Skills </p><p></p><p class="MsoNormal" style="text-indent:18pt;">Knowledge of Logistics Processes</p><p></p><p class="MsoNormal"><b>Others</b> </p><p></p><p class="MsoNormal" style="text-indent:18pt;">Communication Skills </p><p></p><p class="MsoNormal" style="text-indent:18pt;">Customer Focus </p><p></p><p class="MsoNormal" style="text-indent:18pt;">Call Handling Skills </p><p></p><p class="MsoNormal" style="text-indent:18pt;">Call Workflow Process </p><p></p><p class="MsoNormal" style="text-indent:18pt;"></p><p> </p><p class="MsoNormal"><b>What’s In It For You at 2GO? </b> </p><p></p><p class="MsoNormal"><b>Own work that matters. </b>You are trusted to deliver
safe, reliable, and on-time service that keeps people and goods moving. </p><p></p><p class="MsoNormal"><b>Grow where you’re supported.</b> You work in a team-first
environment that prioritizes safety, care, and continuous learning. </p><p></p><p class="MsoNormal"><b>Excel every day.</b> You are empowered and recognized for
raising standards and delivering everyday excellence on the ground. </p><p></p><p class="MsoNormal"><b>Be recognized and feel valued—at work and beyond.</b>
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 </p><p></p><p>
</p><p class="MsoNormal"></p><p> </p>