Customer Support Specialist

Here’s the difference you’ll make

Y o u will deliver expert, customer-centric support for 2GO Travel and Express by resolving complex inquiries, managing service concerns, and ensuring a seamless end-to-end customer experience across travel and logistics operations. You as a Customer Support Specialist acts as a key liaison between clients and internal teams, prov iding timely , accurate , and solution-oriented assistance across multiple channels, while upholding 2GO’s service excellence and operational standards in both cargo logistics and passenger travel services

What you’ll do

• Resolve escalated or high-impact customer issues across travel bookings, cargo shipments, and logistics concerns, ensuring timely and accurate resolution. - 100% Resolution on all escalations handled
• Serve as a knowledge resource for support associates by providing guidance on processes, tools, policies, and complex case handling. - 100% Complaince
• Provide ongoing coaching, shadowing, and feedback to associates to improve their communication skills, product knowledge, and service handling. - 100% Complaince
• Conduct call, chat, or email quality checks to ensure adherence to service standards, company protocols, and regulatory compliance. - 100% Responsiveness and Urgency to resolution
• Liaise with operations, logistics , ticketing, IT, and customer care teams to resolve systemic issues and streamline processes impacting customer experience. - 100% Responsiveness and Urgency to resolution
• Demonstrate best practices in customer interaction, empathy, problem-solving, and issue ownership, setting the tone for team service culture. - 100% Responsiveness and Urgency to resolution
• Assist team leaders in tracking KPIs, identifying trends, and recommending improvement actions for underperforming agents. - 100% Complaince
• Manage team queues, prioritize high-priority or time-sensitive requests, and ensure service levels are met during peak hours or disruptions. - 100% Responsiveness and Urgency to resolution
• Provide insights from frontline customer feedback to help refine workflows, enhance tools, and develop support documentation. - 100% Complaince
• Conduct knowledge refreshers, system updates briefings, and onboarding assistance for new agents or cross-trained personnel. - 100% Complaince
• Manage inquiries and issues from high-value or corporate clients with increased attention, discretion, and follow-through. - 100% Responsiveness and Urgency to resolution
• Consistently achieve performance metrics such as response time, resolution time, customer satisfaction scores, and call quality standards. - CSAT = 80%, FCR = 80%, QA Score = 85%
• Identify common service pain points, recurring issues, and training gaps through regular review of ticket data and customer feedback. - 100% Responsiveness and Urgency to resolution
• Review and contribute to the development and maintenance of internal FAQs, scripts, and SOPs for team use. - 100% Complaince
• Prepares and submits CIC-related reports timely and accurately to internal and external clients . - 100% Timeliness Submission and Accuracy of Report
• Assist in the rollout of new tools, policies, or service procedures by training peers and monitoring adoption and compliance. - Process Improvements
• Temporarily assume team lead duties in the absence of a supervisor, ensuring operational continuity and decision-making support. - Process Improvements
  
  

You’ll thrive in this role if you

Educational Background

• Bachelor's Degree
• Graduate of any four year course preferably in Business such as Management or any related course
  
  

Professional Experience

• 3 to 5 years work experience
  
  

Competencies, Skills, Knowledge And Abilities

• Leadership Competencies
• 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
  
  

Other s

• Communication Skills
• Customer Focus
• Call Handling Skills
• Call Workflow Process
• Licensure / Certification Required
• Not applicable
  
  

What’s In It For You at 2GO?

Own enterprise impact. You are trusted to influence decisions and enable the business to perform at its best.

Grow in a valued community. You work in a culture that listens, collaborates, and invests in your long-term success.

Excel through expertise . You are empowered and recognized for delivering high standards and smart solutions.

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 .