Customer Support Associate

2GO Group; Pasay; On-site; PHP 223,200 - 334,800; Full time

Job summary

2GO Group is seeking a customer-focused associate to deliver responsive support for travel and express services in a logistics and travel setting. You will handle inquiries, ticketing, tracking, and service modifications across multiple channels, maintaining high standards of accuracy and efficiency.

The role emphasizes professional communication, process adherence, and collaboration with operations and logistics teams to ensure a smooth customer experience.

Qualifications

• Bachelor’s degree in Business or related field.
• 1–2 years of work experience preferred.
• Strong communication and customer-service focus.

Responsibilities

• Answer calls, emails, and chats about travel bookings and cargo shipments.
• Assist customers in creating, modifying, or canceling bookings in the system.
• Provide up-to-date details on routes, schedules, fares, and tracking numbers.
• Handle complaints professionally and escalate complex cases when needed.
• Log interactions and resolutions in the CRM and call management system.

Skills

Communication Skills

Customer Focus

Call Handling Skills

Call Center Software Operation

Education

Bachelor’s degree in Business or related

Tools

CRM Systems

Call Center Software

Shipment Tracking Tools

Booking and Reservation Systems

Job description

Here’s the difference you’ll make You will deliver responsive, accurate, and customer-focused support for 2GO Travel and Express services within the logistics and travel 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.
• Assist customers in creating, modifying, or canceling travel bookings and cargo shipments accurately in the system.
• Offer clear and up-to-date details on routes, schedules, fares, tracking numbers, and company services.
• 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.
• Work closely with operations, logistics, and ticketing teams to resolve service issues and fulfill customer requests.
• 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 when appropriate during interactions.
• Set realistic timelines and expectations regarding service 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 schedules, policies, or system tools.
• Collaborate with team members to achieve department objectives and maintain a positive, customer-first work environment.
• Prepare and submit CIC-related reports timely and accurately to internal and external clients.
• Provide 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

• 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, Knowledge and 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.