Customer Support Specialist

Here’s the difference you’ll make

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

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 3 to 5 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.