Customer Relations Specialist

2GO Group; Manila; On-site; PHP 334,800 - 558,000; Full time

Benefits offered by this job

Competitive compensation

Performance bonuses

Travel perks

Health and wellness programs

Paid time off

Job summary

2GO Group in Manila is looking for a customer service representative to handle client interactions and manage bookings efficiently. You will ensure accuracy in call logs and provide timely responses to customer inquiries and complaints.

Ideal candidates should have a Bachelor's degree in Business and 3 to 5 years of relevant experience. The role offers competitive compensation and a supportive team environment focused on continuous improvement.

Qualifications

• At least 3 to 5 years of relevant experience in a customer service environment.
• Ability to handle complaints and resolve issues effectively.

Responsibilities

• Serve clients by managing customer requirements and handling complaints.
• Ensure that target metrics and standards are met in call monitoring.
• Log all incoming and outgoing calls accurately in the system.
• Prepare and submit daily risk assessments and related reports.

Skills

Customer Focus

Communication Skills

Telephone Communication and Handling

Innovation

Education

Bachelor’s Degree in any 4-year course preferably in Business

Job description

Here’s the difference you’ll make.

You’ll be responsible in serving clients to continuously create and deliver value by handling customer requirements such as but not limited to loading confirmations, arrival notices, unwithdrawn notices, shipment monitoring reports, 3rd party reports, managing call metrics, solicits and creates bookings for walk-in and on-account customers, and troubleshoots to manage customer complaints.

What you’ll do (your mission)

• Ensures that target metrics/standards are met.
• On-time and accurate logging of all incoming / outgoing calls in Call Log Monitoring System (CLMS).
• Creates on time and accurate booking request from clients (Phone In / Walk In).
• Seeks approval from the authorized department for the following:
• Collect Destination (COD) payment of Rolling and Perishable Cargoes.
• Dangerous Cargo.
• Out-of-Gauge Cargo.
• Rolling Cargo with 6 inches and below ground clearance.
• Serviceable Areas.
• Sends request to FDT to pre advise "to come" bookings to be included in Loadlist.
• Reguides booking if cargoes will not meet Loading Closing Time (LCT).
• Facilitates booking amendment and cancellation request with supporting Ancilliary Service Request Form (ASRF) for On-Account customers.
• Sends priority list to PYM Loadplanning for inclusion in the Load List.
• Monitors if shipment is included in the Load List and provides updates to customer.
• Coordinates with other departments and the branches for cargo that requires proper monitoring.
• Seeks payment confirmation from FRA for bank-to-bank payment and request FDT for OR issuance.
• Informs client of their cargo details and status by sending booking and loading confirmation through any available channels.
• On-time and accurate responding to all inquiries and complaints received from clients through 2GO Freight official email.
• Logs all complaints, sales lead and commendation to Feedback Management System (FMS).
• Prepares and submits CIC-related reports timely and accurately to internal and external clients.
• Prepares Proforma Bill of Lading (PBL), facilitates ordering of food and water and secures ticket for BSP Escorts.
• Prepares and submits Daily Risk Assessment using Google Apps to customer.
• Provides excellent customer service and escalates to leader any issues and concerns that are beyond his/her capacity to resolve.
• Adheres to plans and projects which aim to improve overall team performance and productivity.

You’ll thrive in this role if you…

• Hold a Bachelor’s Degree in any 4-year course preferably in Business such as Management or any other related year courses.
• Have at least 3 to 5 years of relevant experience.

Competencies, Skills, Knowledge and Abilities

• Technical Competencies
• Customer Focus
• Communication Skills
• Telephone Communication and Handling
• Innovation

What’s in it for you

• 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.