Customer Support Associate

2GO Group; Pasay; On-site; PHP 335,000 - 469,000; Full time

Benefits offered by this job

Competitive compensation

Performance bonuses

Incentives

Travel perks

Day 1 access to health and wellness

Job summary

2GO Group is seeking a Customer Service Associate to deliver responsive support for travel bookings, cargo shipments, and service information. You’ll handle inquiries via calls, emails, and chats, provide accurate policy guidance, and track shipments with real-time updates.

You will log interactions in CRM systems, use 3CX and Freshworks, and collaborate with internal teams to meet performance metrics while upholding service standards at all times.

Qualifications

• Bachelor’s degree in Business or related field and 1–2 years of work experience.
• Willingness to handle inquiries across travel bookings, cargo, and service information.

Responsibilities

• Answer calls, emails, and chats to address inquiries about bookings, cargo, and service information.
• Provide accurate information on products, services, policies, and procedures.
• Resolve concerns and requests, escalate complex cases when needed.
• Log interactions in CRM/colicy tools; use 3CX and Freshworks for ticketing.
• Track shipments and provide real-time updates on delivery timelines or delays.
• Collaborate with internal teams to ensure timely follow-up and resolution.

Skills

Communication Skills

Customer Focus

Call Handling Skills

CRM Knowledge

Education

Bachelor’s Degree in Business (Management or related)

Tools

CRM Systems

3CX Telephony

Freshworks

Shipment Tracking Tools

Job description

Job Description:

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) andFreshworks(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 schedules, 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, 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
• competitive compensation
• performance bonuses
• incentives
• travel perks
• Day 1 access to health and wellness programs
• paid time off designed to support your well-being